No it’s the lack of the banks setting up incentives that allow these agents to act in a better manner. They have metrics and bosses. They do what they’re instr

No it’s the lack of the banks setting up incentives that allow these agents to act in a better manner. They have metrics and bosses. They do what they’re instructed to do by the banks, full stop. Or likely more precise the company that the bank contracted for the service. It’s dehumanizing to suggest these folks lack critical thinking skills, given the incentives of the whole thing from the top down incentives their behavior. They’re only responding to the incentives of the system