Keep Control is a term commonly used here. It refers to being able to access your reservation directly. You can't do that when a TA controls your reservation.
If you think a good TA can't fix your problems, then I can't help you.
FWIW, I have called C&A once during the pandemic. That was to request my wife's points for a solo cruise be corrected. TA probably could have done it, but I'm willing to chip in occasionally.
Ive honestly lost track of how many cruises have been cancelled, FCC'd, re booked, lift and shifted, etc. And not one call to Royal. My TA handled everything seamlessly
There have been hiccups along the way, but I don't worry about them. He has notified me of deals, opportunities, set up a group cruise, and now we're doing a wedding. Easy peasy.
He sends new invoices when price drops happen, finds cabins that don't appear on website. Pretty cool. And he reminds me when payments are due.
For our upcoming World Cruise, we've moved cabins and categories at least 4 times just to get the perfect cabins for 9 months.
I could go on and on😇