At one time, your suggestion was somewhat implemented. In the outstations, someone had the brilliant idea of having the employees there answer complaint letters as we had a bit more time on our hands than hub employees.
I remember we all got 5 letters to answer and don't remember any of us getting anymore, ever. Needless to say, having the employees who face the customers answer letters about their co-workers who do the same job went over badly is an understatement.
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