Agreed with everything said here, I think the worst thing above all is that most call centers are outsourced and get paid by the amount of inbound calls taken per hour and hold time metrics. It like solved solutions are not even part of the equation at all, like it's not even in their game plan.

All the managers at these places are pretty uneducated and if you are working in the tech field, you are working with a bunch of people that know nothing about tech getting paid minimum wage, as anyone with the required skills is going to command a higher wage...

They belittle you by requiring you to ask permission to go to the washroom and to go on a 15 min break, which is bad enough, but what makes it worse is that usually the answer was "no, after your next call, ask me again". So it was normal to never get a break at some of these places. Although when they declined my requests to go to the washroom several times, I just said fuck it and went when I wanted.... and this is in Canada here....

The idea of assigning people to specific cases is one of the only ways to get something done right or at least know all the steps that were actually completed. Sadly most places didn't work that way as they "had" to squeeze in that extra call per hour. I'd regularly get in trouble for calling customers back, which to me is umm doing my job sufficiently.

I've found working for the company directly is much better then working for a 3rd party company. In those cases they care more about level of customer satisfaction. Out of all the major corps I've worked for Telus was adequate and Bell was the horrible.