Hey, thanks for saying that. I have huge gaps in time commenting on HN stuff because tbh, it's just social anxiety I don't need to sign up for :| so I really value someone taking the time to express appreciation if they got something out of my novels.

I don't ever want to come across like I think I know what's up better than someone else. I just want to share my perspective given my experience and if I'm wrong, hope someone will be kind when they point it out.

Tbh it's been awhile since I've worked directly in a call center (I've done some consulting type stuff here and there since then, but not much) so I'm mostly just extrapolating based on new tech and people I still know in that industry.

Fwiw, the way I try to approach interpreting something like the GPs post is to try to predict the possible realities and decide which ones I think are most plausible. After that I usually contribute the less represented perspective--but only if I think it's plausible.

I think the reality you were describing is totally plausible. My gut feeling is that it's probably not what's happening, but I wouldn't bet any money on that.

If someone said "Pick a side. I'll give you $20k if your right and take $20k if you're wrong" I'm just flat out not participating, lol. If I _had_ to participate I'd reluctantly take benefit-of-the-doubt side, but I wouldn't love having to commit to something I'm not at all confident about

As it stands it's just a fun vehicle to talk about call center dynamics. Weirdly, I think they're super interesting