> That sounds quite customer hostile. Depends who you consider to be "the customer". I suspect for a huge number of call centres, "the customer" is the bank/t

> That sounds quite customer hostile. Depends who you consider to be "the customer". I suspect for a huge number of call centres, "the customer" is the bank/telco/insurance company that's outsourced to them, and the key metrics and incentives of their relationship with that customer _totally_ make "expectation management" make sense. The call centre company has no incentive to make life better for account holder or phone users or people who's house just burnt down - beyond extrememly narrow interpretations of the responsibilities in the contract they have with their customer - which is presumably as poorly written and as easy to game as any software project requirements doc you get from those kinds of clients...