I was the guy on the other end of the phone, Eglin.
Actually, I was the hired help at a place like that - a big farm of early college kids getting paid $9/hr to do 8.5 hours of nonstop jabbering. And nonstop means that: nonstop... every call comes in as the receiver clicks down. From time to time, you'll get an hour of 5 or 6 calls instead of 15, but you usually don't get free time.
My manager wouldn't take calls from me. She just wouldn't. I had one guy argue with me for 8 minutes. My call times were to be below 6:15, so he was messing up my 4:20 average. He just wanted my manager. He'd spent 30 minutes with some other jabbering idiot. He wouldn't even tell me the problem, so my manager wouldn't take him. When he finally gave me the info, I fixed it in 30 seconds...
Managers tell you to do ANYTHING except pass it on to them. They tend to be idiots.
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