Comment by maccard

Call center workers aren't dumb, they're by design not to deviate from the script and allowed procedures. For want of a better phrase they're human admin panels. Look at any Reddit post on customer service giving incorrect advice (because they misunderstood or because they had the wrong information) and see the responses - the blame goes straight to "the company" for not being wrong. Minimising the deviation from the norm helps massively in avoiding these situations.

Frankly 95+% of my complaints have been resolved by these front line workers (I want to cancel an X, my Y hasn't arrived),so it clearly works.