"Security Awareness Training"
We've heard of it. It will never happen of course, because there's a quantifiable cost associated with it, whereas the cost of a security breach is much less tangible, and is someone else's problem, and anyway is covered in our 100-page security manual that all new entrants were instructed to read in their spare moments.
If your IT workers aren't aware of your security policy, what's the chance that Joe Schmo in the call centre has read it and knows enough not to reveal his password to the person claiming to be calling from the helpdesk?