I think you're on to something. I've been working for as a contractor for a big health insurance company and that seems to be the impression for the purpose of

I think you're on to something. I've been working for as a contractor for a big health insurance company and that seems to be the impression for the purpose of my job: "Get the customer off the phone as soon as you can." In more polite terms, "Try to escalate the ticket by 15 minutes if you haven't resolved the issue."