Why is too hard to select the correct option?

Hi everyone! I don’t know if this happens just to me but is really annoying.

I work at Tech Support for a major CCTV company, I do speak Spanish and English and I recieve calls from both skills, the thing is that I’ve been promoted and now I just take a special line in English (Like three calls per day) and normal Spanish.

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Before I answer the phone I have a whisper to identify which call is which, it could either say Spanish blah blah blah or English blah blah blah and is always annoying that at least 5 calls per day, an English speaking customer calls to the Spanish line, is sorta like:

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Me: Gracias por llamar al soporte técnico, mi nombre es [Nombre]

Caller: Hello, do you speak english?

Me: Actually I do, but I need to connect you with the english queue.

Caller: Why don’t you just help me.

Me: I’m sorry I cannot, let me connect you to the correct line.

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I wish I could help them, but the service level on Spanish is too low, cannot help them.

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Now they’ll have to wait 3-4 minutes until another guy pick up the phone.

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Why is too hard to use a phone and call the right option, it ain’t rocket science.