Call centre access appalling but agent very professional once call once answered

To be honest trying to reach a consultant in the call centre fro Activate ABSA Insurance is the most frustrating process ever. This is a major problem and this is not the first time I needed to speak to an agent. The request to send and email also does not work and you may get a reference number but nobody responds. It took me two days holding for an agent for an hour per call until I finally spoke to Nhlamulo Nqwaba. I would like to compliment Nhlamulo for her professionalism and assistance on a continued basis. An asset to the team!