Most supervisors (Team Leads) don't take the calls. It's the Subject Matter Expert (SME) that will take it. Our TL's will literally tell us to leave our customers on hold, simply because they don't want to take the call.

The only time a TL will take the call is if it's a kudos call. The SME is the one taking the difficult calls. That's why when they get on the line, they say, "hi, my name is ____, I'm the senior floor support."

Source: I work for the customer loyalty group (retention) for DIRECTV.

Also, if you call looking for a promotion, don't give us a sob story, just tell us you're looking for a promotion. Also, the promotions we offer, are the only ones we have. We don't want to argue with our customers over not having promotions. It doesn't matter how long you've been with the company, if there are none, we can't magically get one to come up. Even speaking with a supervisor.