[Korvidius]

I got some tools to contribute, since I used to work at an ISP.

Frontier Communications:
Tools: Resi Dynamics, SIMPL, DPI (SIMPL and Resi are typically used to look up information)

[mothered]

I feel like the most likely way someone could fail at this is if they sound nervous, or laugh.

Your persona certainly plays a significant role when SEing companies of this nature over the phone.

Also, the background noise must be suited to the environment of the target. For example as with your guide here, If tech support Is populated with phone calls, representatives chatting away and hitting keyboards etc, you must also do the same when assuming the role of a tech support representative. It'll be an Instant failure If a child Is heard crying In the background or the shower running.