I wonder if they have phone metrics as well - "What do you mean you spent 80+ minutes on the phone with him and didn't get the credit card number? Don't you know where this will put you in the stack ranking?!?"
Given that it's a criminal enterprise, with a direct financial link between a person's performance and the money they make, I'd guess that 1) their metrics are really easy, e.g. did you make at least $X today? and 2) the consequences for not measuring up are substantially worse than a poor annual review.