Absolutely, it’s a form of goldbricking.

I ran a service desk for a bit. 70% of tickets are password resets, and 95% of those resets can be done online. We deliberately put password calls in a flow that required a 25 minute minimum wait time, which actually increased the number of calls from some cohorts of users.

We reduced the call count by a significant margin by requiring remote users to report to the office if they needed a password reset first thing in the morning, after discovering that cohort was like 5x more likely to call, and most likely to call before 10am.