Working from home policy does not deliver your customer service- it has impacted it negatively

At the beginning of lockdown, their service was amazing but with their staff getting more comfortable with working from home- they have dropped standards drastically. They do not call their clients back- with promises to call back but do not follow up, Orders taking longer to process whereas when lockdown started turnaround time was a week at most. Now you are lucky to get a call back, but that hardly happens. The latest stunt they are now doing is pretending to not hear you and keep on repeating hello, then hanging up! Your management need to do thorough call checks with your agents that are customer facing!! I am pretty sure your telephony system records these calls- your service is beyond shocking!!