I worked for Sears many years ago taking catalog orders, back when they still had a catalog. We wore headsets, and were alerted to an incoming call by a pleasant female voice saying, 'Catalog, catalog'.
While I worked there, it was decided to centralize telephone customer service by having the catalog reps also take service calls and schedule appointments rather than having each repair center handle their own. Oh my heavens. First off, the incoming service calls were announced by a harsh male voice barking, 'Service! Service!' so you started off every call with a start and a rush of adrenaline. Second, the appointment calendar for each service center was available to us. It blocked off time as appointments were scheduled, but we had the ability to override the blocks and double, triple, quadruple book the center. So if someone had a customer screaming about the washing machine, it was not unheard of for the harried phone rep to unlock the calendar and make an appointment, telling the customer 'Well, I'll squeeze you in...'. Of course this resulted in service centers booked for way more work than they could physically handle, and even angrier customers when their service calls didn't materialize.
Finally (and this was what we all hated the most), at the end of each call, we were supposed to upsell this Sears laundry detergent. So we have someone who is upset that their appliance doesn't work, even more upset that the call won't happen until two weeks from next Thursday, close to the breaking point at hte news that it will cost $45 just to have a Sears repair truck park in front of their house...and now I'm supposed to sell them laundry soap? This was one of the quality indicators on our phone audits, so if you didn't try to sell the doggoned soap you were in trouble, but I don't think I ever heard of anyone actually selling any.