This app depends the type of call center. You are very focused on sales call centers, which I have been a part of. But tech call or just customer service call centers are much more abundant. I have been a top performer metric wise in all 3. I was never a liar in the sales centers I worked in, I just provided facts backed up and let them handle themselves and worked for places that products weren’t shady. In the 2 centers I worked that had shadyish products, I achieved top performer quickly, but quit as I didn’t believe or care about the product. I’m the other centers I’ve been in yes, tier 1 were absolutely required to follow a script. These were usually people that had 0 clue about what they were doing, so a script was needed. Beyond that you had to hit basics, but at the higher tier 3 or beyond there was no scripting, just fix the issues.