service champions need more training

I called the customer service center and was assisted by their service champion by the name of Ntombi if not mistaken , i asked her a question regarding retrieving phone records from the service provider and she blatantly told me she does not know and that she is working from home , then she kept me on the line for a full 3 minutes and couple of seconds , she could not give me relevant information , what are they trained to do?