A point I'd make is that we don't know how their internal processes are set up. There's definitely a bad actor somewhere, but it probably isn't the people you t

A point I'd make is that we don't know how their internal processes are set up. There's definitely a bad actor somewhere, but it probably isn't the people you talk to. Pretty much everyone universally reports that these aren't skilled workers. They're given a script, and they read it out. Their job is to deal with branches effectively and direct the conversation back on the script. They've been told that the person they're talking to has a virus--as reported by the company's skilled team of real elite computer gurus who claim to have fancy degrees from IIT or something--and they're apprentices who have the ability to help out those poor souls who probably have actually been downloading viruses of one sort or another. There's no reason for them not to believe that the procedure that they've been given is something that will help their marks. The list of phone numbers? They definitely don't generate that themselves. I can imagine a workflow that insulates them from anything that reveals that they're pawns in a scam. Combine that with the fact that the job is probably relatively decently paying and "white collar" and the natural human aversion to thinking that you're doing a bad thing, and we've got an explanation. Modern companies rely on abstraction as much as they can. If you build a service oriented architecture for your company, you decouple the explicitly evil part of what you do that requires a uniquely sociopathic personality from the more banal customer service oriented part that can be fulfilled by commodity labor.