As someone who worked with the public, there are things a front line person can do and things they can't. Typically when someone calls CS to fix a problem they have, like app issues, they can deal with that. If its a more complex issue, maybe with billing that has to be fixed by someone with more expertise, they take the ticket and escalate. Then its reviewed by a higher level team to resolve. Resolve/solve is always the goal. Now, if someone calls CS to complain about decisions that are made in the c suite, that call is going no place because there's no way to mark the ticket resolved. When they say they are recording its to train others and run analytics on resolved rates, time to resolution, trends in types of issues. No one is listening to a recording about complaints in the price of cruising. Guaranteed.