Maybe, or it is just the way one treats the call center person. Do that properly, and they are prepared to go beyond what is official guideline. Really, there is a suitable world behind the hate you have towards CX. When pushing the person on the phone towards something, they are not able/allowed to do, you only get back-fired, and get nothing. Go through the options they can do (even when you don't agree), be flexible and you get more. In the long run, I (usually) get something fitting with what I can live with. It's not the person on the phone, responsible for schedule changes, etc. They are swamped with work and angry people, due to that. Treat the situation accordingly.