Doesn't strike me as especially well thought out, although the work put into it is admirable. It's not "crying" about fads, like many others, or like the downvoter criers, but it's kinda on that borderline where its best not to touch. 3 for adequacy/competency but it's not really something that needs to be addressed.
The name thing is never gonna happen cause "state law" means precisely nothing to the magic and miracle which is outsourced call centres. The only thing the person on the phone has to give you .. well, nothing actually. If they want to keep their job the company expects certain things, but legally there are no requirements.
I work at a Canadian call centre for a very large telecom company in the states. This sort of call is rare, but they really do happen.
Maloth's recent comments: