I'm a team lead at a technical call center... and a lot of what you said is sad, but very true. The thing that annoys me about this is when I used to be on the phones, I would see ticket after ticket of people NOT trying to resolve the issue, and just get the customer off the call. I was that guy that kept people on the phone for over an hour (if needed) to resolve an issue. So, when someone else just tries to "pass the buck" or "get me off the phone", it's infuriating. I used to get in arguments with one of my old managers because she claimed I was on the phone for too long!