your office must be well-staffed EP - we often get customers saying they're in the office for an enquiry and they've been put on the phone to ask!

the one big advantage of calling a call cente is that once you have a person on the line, you have them for however lomg you need them, even for a general enquiry - i know friends in the office have to get customers in and out quickly as there are often long lines of people waiting...
not well-staffed at all - but we have very good queue management and appointment wait times. It is absolutely not acceptable for us to put a customer on the phone for a general enquiry...nor at any of the offices in our area, as far as I'm aware. I have worked in both environments (call and face-to-face) and have definitely found that I am able to be more thorough and explain more in the face-to-face environment, but of course that's just my experience!!