Why would you expect people to be okay with the fact that the support center they called can't help them? You literally have one job to do and that is managing

Why would you expect people to be okay with the fact that the support center they called can't help them? You literally have one job to do and that is managing their emotions and feeding them [falsely] empathetic lines in a tone that doesn't lose their loyalty. That's why people don't last in call centers; it's often just an intentional waste of resources to buffer you from the people who can do something about your issue because they don't care.