Because a call-centre agent (or telemarketer) is basically reduced to be an expendable canon fodder stuck between picky customers and the constantly scrutinizing and demanding hierarchy – his only way to break through the day is a little gadget on his phone, that allow him to let the steam off from times to times and crack a joke during the conversation, without the customer knowing.
Every agent cherish the mute button, some even give it a name.
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