A large part of the "problem" is in the so-called "training" they receive. Responses are standardized and do not allow the individual to deviate from the "hymn sheet" I have had similar problems when trying to arrange car insurance in advance on a private purchase in order to drive it home - after being asked several time the same question "when did you purchase the car?" I lost my cool and the woman at the other end agreed it was an inappropiate question but she was instructed to ask it and was monitored.