I have no proof but I have suspicions that call-center systems are designed like this on purpose. low-level employees are hamstrung in what they can do, so then they have to hand it off to someone else, with varying degrees of ceremony, which either involves submitting a "ticket" or transferring you to some other department who may or may not have higher privileges wrt what they can do to help you.

Then you might hit a wall where nobody can do anything because you're trapped in the gears of some byzantine IT system that decides what can and can't happen at any given time with any given situation.

Then there's the labyrinth of the phone system itself littered low-bit smooth jazz and awful menus not often alleviated by AI voice recognition (which in my experience can sometimes be worse than the older voice systems) and the back and forth from one department to the next either because of the above or because someone or something keeps sending you to the wrong people to get your problems addressed.

If it's not engineered, it's some kinda emergent eldritch abomination that has slowly accreted over the decades.