You always have a choice. These people aren't forced to work there. And they also have the ability to go whistleblower and leak internal docs that instruct them to abuse customers. Just as an example.

I know I would. If someone gives you a choice A or B that both screw you over, there's always an option Z somewhere. It might be so outrageous they don't expect it but it's there.

However usually it isn't necessary. I've been put in situations where I had to do something unethical. I've refused. And every time that choice was respected. Only if I'd have been punished for it would I have considered more severe options.

But really if you take a hard stand and have good reasons, reality tends to bend a bit further than I expected.

And yes I know what these jobs are like. I have worked in that industry a long time. With both very good and very terrible employers.

I'm not fully disagreeing with you, you always have a choice. However, when the market has less demand for a large unqualified workforce, you have two choices, accept to work and earn money or go back to months or even years without a way to sustain yourself/family. Don't lose sight that these jobs mostly prey on a population that is vulnerable and often does not know their rights.

We could discuss in a sociological basis on how Capitalism today uses this workforce for degrading jobs, though requires a large dialogue that HN is not the place.