Funny...15+ years ago we had to change our phone system around at work because we discovered there was a hidden "feature" that if someone hit zero from any menu, they'd end up talking to the CEO!! We never knew this until people just started doing it. We got that fixed pretty quick, as you can imagine.
I used to work in the phone center....it's a really difficult job. (I work at a credit union) Now I'm a programmer and it's an easier job in a lot of ways...I never get yelled at anymore! But I do sort of miss talking to our Members - you get a crowd of regulars that call all the time and you get to know them after awhile, it can be kind of fun. Some people are so crazy!