[Little Timmy]

I used to set up call centres for a living. Its logical that there will always be more people maning a new business revenue generating number, than one where they are going to lose business. It feels worse because your on the phone and you can not see what is going on. However, you could really liken it to a major department store. The customer service or "returns" till is normally tucked away in a corner somewhere and the tills doing new business or new sales are in the majority.

Its the way business is done.