Call centre agents lack of enthusiasm to work

<p>I called this morning to check if i was due for an upgrade. The first agent took my id number then left me holding for 20min. I had to cut and redial. The second agent was unapolagetic and standoffish. He did even engage with me regarding the upgrade process and possible options. It seems that these agents just show up to get paid......I wonder if this lack of motivation comes from a default setting in management </p>