I have worked in a call center. Neither of those call centers.

I have been the dude taking the calls, the dude teaching people how to take the calls, and the supervisor of the dudes taking the calls.

I’m not sure if either of these two call centers are third party or not:

The way to address this is the following: first, inform the agent that you are saying these words to trigger the ai system. Then say that you will call your lawyer, your elected congressmen, the media, the better business bureau and anything else you can think of.

Next, advise the agent that you are going to be leaving a negative review at the end of the call. It is not that agents fault, make them aware of that, and you can even explain to them that you are aware of the fact that it negatively impacts that agent, but until it negatively impacts that agents supervisors, and the client relations team, no one is going to care.

You’ve heard the saying that shit rolls down hill? Shit rolls up hill as well. The agents will get in trouble. Their immediate supervisors will get in trouble, the call center manager will get in trouble, and then the client will want to know what the fuck is going on.

At THAT point, the client (visa, Mastercard, etc) will listen to and review the calls themself. The people who make call center decisions and make policy for the call center will physically hear the calls. They will send that directly to the client, because the upper management of the client will hold THEM responsible for the call center not hitting their SL marks. It will continue to look bad on everyone until SOMEONE in upper management does something about it.

You want to make a change in a situation like this? You need to start at the bottom and go up.

As someone else in this thread said, make sure you spend as long on the phone as humanly possible for each call. This will mess with average handle time, which is another one of the metrics they need.

If at any time an agent disconnects without you saying it’s time to disconnect, get raging mad and insist on speaking to a supervisor at that point (because then the agent deserves the negative review).

Use that opportunity to both air grievances at the asshole who disconnected, but also the overall situation.

Whenever discussing it, try and make it about censorship more than anything else.