I was just on the phone with a CO agent and I swear I heard a kid screaming in the background... can agents work from home?

Aside from that explanation, all I can think of is that somehow a FT'er got into the call center and was screaming and yelling about how they didn't get upgraded or that the carpet is blue and not red

Working in IT this is a very easy feat. From a business perspective, I could see this as an easy win for getting headcount in an office down, saving on paper, water, electricity, etc. Thoughts?