You’re right that the use of "they" as a tool for shifting the blame
means a lot. It’s the sign of a call center worker, (any worker for
that matter), that does not feel a part of something bigger. In a room
full of people doing the same job, they are the lone ranger.
Lone Ranger…that’s a dangerous situation to be in as a call center
worker. You remember the Lone Ranger was not always welcomed everywhere
Not only was the Lone Ranger not welcomed, he was alone (okay, he had Tonto – but he always sent Tonto to town where the faithful indian would subsequently get beat up by the bad guys). Call Center CSRs are much better off being with a "Band of Brothers". When the bullets start flying, you know someone has your back.