As mentioned its thought a good thing by middle management. Same as bringing in “consultants” to do workflow assessments and other crap.
They can show they are being proactive in their shareholder AGM and print pie charts showing how the number of complaints has reduced etc.
Thats assuming theres more than an answering machine that gets wiped daily and never listened to. Charge companies big money for this and maybe throw out the occasional numberplate in an email just so it sounds like they are doing something.