Bad service from Call Centre Agents

In the past week i had to update and add to my policy , my issue is the person on the other side of the phone , they not listening and with that info gets captured wrong on the system, i believe with good listening skills you can better the outcomes of peoples claims , i think people is very skeptical about my ways because of how other people speak about your company, and the say your a bad company that does not pay out peoples cames even if its a valid claim. But i tend to differ i think you need to up your cal; centre agents which sometimes sound as if they had just waken up, people if you make any changes let tem send it to you immediately and don't let them hang up cause you'll wait forever for your documentation, its not everybody working there , but most off them, people should stop working at places if they do not have a passion for it cause there is where you mess up a whole company name.