Originally Posted by
MePlatPremier
Why do you feel the need to write that associate’s name between quotation marks? Do you always write other people’s names like that or is there something about his person that you feel allows you to refer condescendingly to the way his name sounds to you?
Many call center staff (encouraged by management?) adopt a fake name to give to customers. It can be a matter of overseas staff using names that appear to not be located overseas (so a name in a foreign language becomes some common American nickname), it can make the name easier to pronounce for those who don't speak the local language (and less painful for the staff member to constantly be subjected to butchering of their own name), or it can simply be a device to make it harder to trace who said what and take responsibility for their interactions with customers which is a key component of their job.