Nonsensical call agent behaviour

Your call center agent by the name of brenda, is the kind of individual who says all the right things in an interview and then when she got the job,her true colors shows that she is not doing that job because she loves it but she's doing it so that she can put bread on the table...

She is arrogant,doesn't have phone etiquette, doesn't pick up the phone when she doesn't want to and then has the nerve to say "lalela la" to a customer who wants to be connected to a certain shop in the mall...

She must either revisit her call center course if she ever did any or just don't wake up to go do the job she does not love because she is not serving any useful purpose for such a 1 street mall...