[johnwaynedoe]

The issue within the call centers are poorly enforced rules. If you have several customers a day demanding something eventually they just wear the reps down. When management fails to enforce those rules, and angry customers keep pushing, eventually the reps just do it. I've unfortunately seen/heard it more times than I can count in call center environments. I believe they honestly are trained well enough to know better, they just become apathetic. Not saying its right, its just what I have witnessed. Within my call center I am looked at as a stickler because I follow documentation to the T. It's sad that this generally makes you an anomaly within a call center.