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Honestly, they can't. The way IT works is there's multiple levels. First level, second level, third level. Whenever anybody calls in, they get first level, which are usually either inexperienced people, new people, or people with no experience whatsoever, and they're all reading scripts. They're the gatekeepers for level 2, 3, and 4, the people who actually know what they're doing. It's because 99 out of 100 people don't know shit and it just needs to be restarted and they would clog up the time of people who actually know what they're doing and nothing would ever get done.
And if one of those level one guys accidentally lets through somebody who should have been taken care of by their script, they will get reamed the fuck out for wasting people's time who gets paid more an hour than they do a day.