We had a similar system to that as well, BeMi. Originally. Even that system can be mistreated very easily.
Our company was sold on the efficiency models and the hard cost savings stats. Then it turned into an oppressive slave labor system. Our call centre staff loved their jobs until that system came along then every step they took, they took away the employees freedoms. In less then 2 years they had almost a complete turn over of staff including most lower level managers (Team Leads.)
What I find odd, is that it's the only service where people seem to think it's alright to monitor every second of an employees day, grade them on things down to the 100th of a percentage point in every aspect of their jobs, and constantly lecture(coach) the employees. Even common sense will tell you that's a recipe for disaster and it's no wonder most call centres have really fast turn arounds on employees. Human psychology can't take that kind of abuse for extended periods of times. We all have strings of bad times and good times, when you nit pick at a humans work day with such ruthless efficiency you will eventually wear away at their core. You'll strike nerves. All these systems do is set employees up for failure. And an employee working under those conditions will not give the best service or the best side of themselves to customers.
Almost no other field of service or production is as indepthly micromanaged as call centres.
Having worked in call centers good and bad, and having had to deal with what passes for "customer service" from both of those companies... not one whit of this surprises me. It should be noted that a fun side effect of this is that certain customers literally cannot get service, because their issue isn't in the script. (Try getting a drop line repaired sometime. It took me three weeks, partly because the script choked and died when the problem was occurring on more than one service, and partly because there was apparently no way except the notes field to indicate that they would need line-repair gear and not just some Cat 5, some coax, and a spare modem.)
Here's another funny story for you.
When I first began work for that company we used to give tours of the network operations centres and communications hubs to the frontline call centre tech people. We did it, because these people were all well trained, well educated, and knew their stuff. Some of them eventually ended up working in the network operations with us.
When I left a few years ago, the only qualification for being in the technical support call centre, was the ability to use a computer and read & write. Half of those employees had never even seen the inside of a computer. And those are the people they got reading from the scripts. It's no wonder they needed the scripts.
To this day, if I have an issue with my internet I'll call one of my friends that works there. I refuse to call into the centre because it's a complete waste of my time. I wont' go through the stupid script with them.
Side Note: After they implemented the scripts and replaced all the educated/trained employees with the new script readers, they more then doubled the average length of a call, and more then doubled the numbers of calls into the supervisors (They call them Tier 2's). Then to top it off, they started hiring Tier 2's from outside the company so they were bringing in people with even less training and corporate knowledge. These Tier 2's used to call into us at the Network Ops to ask questions... Eventually we had to tell them that we wouldn't take their calls anymore because it was a constant string of stupid questions from untrained Tier 2's.
And lets not even get started with traffic shaping on the internet! Or another of my favorites... Prioritizing sales queue calls over billing calls when the billing calls constitute the largest share of the call volume. Then prioritizing agents to take the sales calls first and only setting aside a tiny number of agents to answer the billing inquiries. Oh yeah... See, these fancy new call centre software devices are designed to maximize profits.
Anyways, I could go on all day about how horrible call centres are and what's wrong with them and how the communications industry is the biggest abuser of the broken call centre system but I better bow out so I stop monopolizing the conversation.