It's amazing the difference between a good rep and a bad rep. Trying to change a SPG reservation. The first rep was trying to explain to me why it made sense that my points balance would reflect the points being deducted twice. The second rep proactively realized that the points were being deducted twice and is calling the help desk to ensure that doesn't happen.
At every level, even in a call center, you have people that excel at their job and people that just don't