I used to work at a call center and when you ask for our manager, sometimes we just give you a random person acting as a manager. If you got a good customer service and you ask the manager to give the agent a raise, they won't and the most you can get is just a pat on the back.
sometimes when there are too many incoming calls, the moment we end a call, we get a new one right away so we will keep the current caller on the line for as long as possible to give us a breather. we can also put you hold so we can gossip with the other agents.
when we have an irate caller we have a mute button that we press while we curse them
