The service effort for FSN customers is conducted by one of FSN’s unique customer orientated service centers under the direction of a single Director of Operations. The work load assigned to any service center is dictated by FSN’s experience regarding the maximum activity a single Director of Operations can oversee. Consequently, FSN service centers tend to be small 15 person operations that work in a bull pen configuration so everyone is aware of what is happening around them. While the service center team handles the vast majority of daily activity, a customer may escalate a matter to the Director of Operations at any time. FSN Directors of Operations are empowered to do whatever is necessary to resolve the customer escalation. A customer should never hear the phrase “I don’t have the authority to …” from their Director of Operations, something heard frequently from the personnel in a traditional call center model.