My last job at a call center was staffed in such a way that they were basically on the phone continuously for their entire shift with no downtime between calls. This meant anytime something happened to increase call volume all the metrics the bean counters cared about went to shit. Their solution was to tighten the screws and demand lower handle times and better adherence from their already burnt out staff and cracking down on anyone who wasn’t logged in when they were supposed to be. Meanwhile the supervisors were leaving to go run errands and shit whenever they felt like it. Turnover quickly got ridiculous.