[fricken4]

I'm in Canada and a friend of mine was working in a government call centre; her job description could be summarized as 'deny people benefits in 9 minutes or less'. Her role as enforcer of state brutality eventually led to clinical depression and she quit. She couldn't handle turning down people who were more often than not in dire straights.

[sevensor]

Thanks for filling in the other side of the picture. I'd never considered that bad guidance wasn't the result of incompetence or malice on their part, but that the phone workers might actually be incentivized, even required, to lie.