The impersonal "they"
When you want to describe an action but the specific person doing it isn't known or isn't important, English often uses "they" (as in, "They say the system is down"). In Spanish, you express this simply by using the third-person plural form of a verb without including a subject pronoun (like ellos or ellas).
This is perfect for describing the chaotic environment of a busy call center, where anonymous people are constantly calling, typing, and complaining.
| They call all morning to report the slowness of the internet. | Llaman toda la mañana para reportar la lentitud del internet. |
| They never answer the calls here. | Aquí nunca contestan las llamadas. |
Receiving the action
Because the subject is left completely unstated, the focus shifts entirely to the action and who is affected by it. You will frequently see these impersonal verbs paired with object pronouns (like me or te) to show who is on the receiving end of the mystery callers or staff.
| They leave you on the line for a long time. | Te dejan en la línea mucho tiempo. |
| They transfer me to the extension, but nobody speaks. | Me transfieren a la extensión, pero nadie habla. |
Describing ongoing chaos
You can string these impersonal verbs together or use them in complex sentences to describe everyday routines where the agents remain anonymous throughout the whole process.
| They reset the password and transfer you. | Restablecen la contraseña y te transfieren. |
| They say that the headset is damaged. | Dicen que el auricular está dañado. |
| They saturate the lines because they ask for a lot of help. | Saturan las líneas porque piden mucha ayuda. |