[jmcdonald-ut]

I worked at eBay customer service back in the day, and this was exactly how it worked. In fact, they had automated call statistics not surprisingly. If you had calls within the average handle time (AHT), and high satisfaction and resolution scores you were mostly ignored. Managers pick a random call or two from the team, screen it, and move on. If you're struggling they're likely to listen to your calls and give you advice. If you're doing well, they tend to pull a call and analyze it in a group meeting for others to pick up your tricks. The managers at eBay at least (and Apple I suspect) are only concerned about their overall team statistics.

Many managers think fear works to improve stats.

[DrStalker]

My first job when I left Uni in the 90s was tech support for Gateway Computers. I was told that my time per call was too low for someone who had been there for a short time, and they didn't know if I was good at solving calls or ditching customers early. And they had no way of knowing. And they didn't actually listen to any of my calls to check.

But I did get hold of their official expected call time list and after that my stats were perfect, plus I trained up other staff in how to meet management expectations.

There's a good reason Gateway got a reputation for extra bad customer service.

[chadgeidel]

Oh, goodness - I bet we could swap stories. I was Gateway tech support for a short time in 2000. I assure you - it got worse.

The "last straw" for me was when they essentially forced techs to sell hardware. Techs would lie through their teeth (oh, that BSOD is because you don't have enough RAM) and of course management blindly looked the other way.