Call centre agents should be empowered to do more.

Late delivery for online shopping. I called call centre as my delivery never arrived and the consultant kept me holding on the line for 9 minutes. I did not know i must hold for so long. When she returns she tells me they delivering today. She cannot give me a time. I ask for time and she said its today. This is not helpful. My staff are on short hours and our busienss closes early. Thus I require a time window, but the call centre agent refused. I said cancel the order as i cannot pay staff to be sitting around waiting for an order that is already late. Call cente staff should be empowered to do more. Some care would also help. It just seemed like the call centre agent could not do much to assist me. In the end i located the branch and resolved this myslef. Wasted my time calling the call centre.