Autonomy for customer service representatives

A couple of weeks ago, I decided to terminate my mobile contract with Bell. I called Bell Mobility, in order to find out how much it would cost to break the contract. After being given the automation runaround, I got a fairly responsive human. The only problem was that she followed her script a little too closely. Even after a conversation about contract termination, even after I had explained that I was going to go to a different company, the Bell representative thanked me for choosing Bell Mobility. I was a little shocked at that. After a discussion explaining just why I'm not choosing Bell Mobility, she was required to thank me for choosing them. I asked about it. She told me that she didn't have a choice, she was required to thank me for choosing Bell. I think that in cases such as these, call centre employees should be afforded a little more autonomy.