[...] What are customers going to do—switch providers? They almost certainly signed a multiyear contract, and why go through the huge annoyance of switching to a new company and a new phone number when the customer service there will inevitably be just as bad? Hell, there’s a decent chance they’ll just end up talking to a rep from a different Convergys site.

And what are the reps going to do—quit? They know all too well that it’s just as stressful at Chick-fil-A.