Years ago, I did some consulting for a (smaller) company on their customer service. That company actually cared enough about customer service to bring in a consultant, so they were already in a separate class, but their agents working chat managed about 20 simultaneous chat conversations. On top of that, they had a small sales quota they were expected to meet with upsales, substitutions, etc. Some analysis found that they had only the most basic information about anything actually going on in the company or the industry, and I theorized at the time that that was probably intentional.

Since every contact was considered a sales opportunity, it was, to them, a good thing if someone gave up and contacted again later. They were in such a silo, they couldn't see and didn't care that the behavior was bad for the company overall, they just wanted to meet their short-term goals. I think a lot of other companies operate the same way, and this is how American customer service slid down to less "service" and more somewhere between "inconvenience" and "malicious contact." In corporate eyes, customer service is either a sales opportunity where every customer is basically a mark to be ripped off, OR it's a cost center that gets the absolute minimum investment at the expense of quality and satisfaction.