It is not that your team does it badly. They just cannot keep up.
The phone rings when there is nobody to answer
Seven in the evening, a Saturday, mid-appointment. The call comes in, nobody takes it, and that person rarely calls back.
The same five questions, every single day
How much, what time you open, whether you take that insurance. Your people answer the same thing twenty times a day instead of helping whoever is already waiting.
What you cannot get to simply does not happen
The appointment nobody confirmed. The account left uncalled. The renewal that lapsed on Tuesday. Nobody did anything wrong — there was no time, and that is it.