Exactly. The company I worked for was a huge customer support company that developed the firmware that went on most of the modems that rural internet companies used. Some of the smaller companies paid on per a call resolution basis. The other's just had large contracts for us to help them no matter how many calls we got. It was a major problem when customers called in for simple questions that were outside of what we were paid to answer. Nothing worse than turning down/playing dumb a super easy question because it is against your policies to help people. It led to some really interesting problems, where you couldn't tell the customer that you can't answer that question, but the customer was confused as why you couldn't answer it, thinking that you were dumb, and asking for the next level of support or something. It also made for some really odd tickets. "Couldn't help customer because question was outside scope of responsibility.(question goes here) Customer got angry, tried to calm customer down. Customer wanted to speak to supervisor. Transferred to supervisor Billy Bob."

I would later check those tickets and supervisors would just refer the customer to the customer support of the actual internet company. FFS how frustrating would that be. Call the tech support number 24/7. Then speak to a supervisor, who send you to a customer support for the local company, who pays you to solve peoples problems. It was one of the most confusing jobs on the planet.

Another side note, they rolled out a call center check list/call flow application that was developed in house. They required us to use it. I was one of the few who refused to do so. My supervisor came around and asked me what the issue was. I showed him all the problems it had and how it drastically slowed down and erased notes if the customer mislead you down the wrong path and you found out later it was a completely different issue, which happened all the time. (They literally developed this software without having a single person who answers calls on the team, not a single person...)

Supervisor said can you write it all down so I can give it to the tech department. I sat there that night(was on night shift this particular night) and wrote up a javascript(notepad) example version on my local machine that was probably 5x better than theirs. I didn't think they would understand what I was saying.

My supervisor flipped out and introduced me to the tech team, who now also hated me because I literally did what took them 4 months in a night while taking calls. Man I could go on and on about how bad tech companies and customer service companies are.

About a week later they hacked my javascript into their version of the app and rolled it out. My supervisor eventually left due to frustrations of how they ran things. He had no other skills and left a 65K a year job to do manual labor for half the amount per year. He was probably the best supervisor there. I think this is probably another reason customer service industry sucks. Good people don't like doing bad jobs.