As a call center agent, you should know how much pressure people are put under to sell things. Was the same for me when I was working at Convergys doing Comcast work. Had to sell their digital phone, a service that had a very very poor track record in the area we serviced (Greater Chicago region), yet we were told that we would lose our jobs if we didn't offer it.
And you should know the magic that comes from the question "Can I speak to your manager please?"
Anyways, sorry to hear about your mom.