You are probably right in a lot of cases. And indeed, they certainly don't do unto others as they would do unto themselves.

As for the metrics you discuss, they are indeed asinine and inhumane.

I have never worked in a call centre hellscape (thank God), but I loathe this kind of cruel corporate culture to the marrow of my bones. There needs to be urgent reform to the kind of Dickensian nonsense you highlight here.

I was once a corporate middle manager (not of a call centre, but of a creative department). Needless to say, I took a very different approach to management (which you can read about in point 6 of this article, if you like). :)

https://medium.com/writers-blokke/10-things-i-absolutely-can-live-without-6b8e9854f893