This was before I switched careers from tech support to web development.
The company is very authoritarian. The role was for out of warranty tech support. Which means dumb people who don't understand computers called in expecting free support. Instead of taking two minutes to explain that being out of warranty means they will have to pay for support. The warranty department cold transferred them to agents like me.
60% of the customers I spoke with were rude, hostile, and demanded free service. I was expected to sell them support and transfer the to the technicians.
I was also given the unrealistic expectation to make 30% sales based on the unpredictable number of calls we received per day.
I was told be shady and emotionally manipulate customers into signing up for a monthly service fee that they could not cancel without a huge cancellation charge.
The managers were awful hostile people that motivated employees through threats of being fired.