Call Centre not up to standard

Why have a phone when the Agents do not have the capacity to answer phone calls .I tried calling yesterday phone wasn’t answered I decided to visit Snatcher myself when I got to the reception it was call after call had to wait so as to be attended to, they did attend to me but still the phones kept coming in , i was frustrated but I realised the agents do not have the capacity to answer the calls , the call centre is not up to standard , every order we place with our colleagues has an out of stock item.