Employee Outsmarts Call Center KPIs System, Makes Double Income Then Quits When The Loophole Is Recognized

An ex-aged-care hustler turned telecom drone volunteers for the grueling elderly queue, spinning grandma yarns into four-hour marathons: raking double time, scam-proof bonds, and skyrocketing sales under strict rules his bosses can’t touch.

Reddit erupts in cheers for this Aussie payback plot, where nostalgia jabs yield fat bonuses and a mic-drop quit. Fury simmers upstairs, but satisfaction scores sing. Commenters toast rule-twisting triumphs over corporate chains.

Employee gamed call center KPIs with marathon elderly chats, doubled pay, and quit triumphantly.

Fulfilling the metrics in a call center is like juggling flaming chainsaws while reciting poetry, which is doable, but why bother when the system begs to be gamed?

This Redditor spotted the loophole goldmine: no call caps, emphasis on “quality” chats, and bonuses tied to long talks plus happy customers. Smart move volunteering for the elderly segment; as any ex-sales pro knows, a gentle “Tell me about the war” opener unlocks hours of gold.

Flip the coin, though, managers probably pictured efficient switches, not marathon therapy sessions. Their frustration? Totally valid in a quantity-obsessed world, but the KPI gods spoke: longer calls equaled better experiences.

Our hero nailed 80% conversions and 90% satisfaction by simply listening, proving stereotypes about chatty seniors are spot-on (and profitable). It’s satirical corporate poetry: exploit the rules, enrich yourself, delight the clients.

Zoom out, and this mirrors broader call center chaos. A 2023 Gallup report found 70% of contact center agents experience burnout from unrealistic targets, with high turnover costing firms billions annually.

Telecoms like Australia’s big players amp the pain, think NBN rollout woes fueling public rage. Gaming KPIs is survival in a gig where “customer first” clashes with “numbers now.”

Communication expert Carmine Gallo, author of Talk Like TED, highlights the power of truly hearing beyond words in service roles. In a Forbes article, he notes: “Listening is overrated when it comes to creating an exceptional customer experience. Your customers will only tell you what they think they need, but how you meet their unexpressed needs makes all the difference.”

Here, the Redditor’s marathon chats with seniors went deeper than surface-level pitches, uncovering stories that built trust and sealed conversions – echoing Gallo’s call to anticipate hidden desires. Relevance? In high-stakes sales or everyday bonds, tuning into the unspoken turns transactions into triumphs, proving empathy pays dividends.

Neutral fix? Companies, ditch vague KPIs, cap calls reasonably but reward true resolutions. Agents, game ethically or unionize for sanity.

Here’s what Redditors had to say:

Some cheer making elderly customers happy.

Some criticizes Australian telecoms.

Some share call-center KPI gaming stories.

A user recounts long, entertaining customer interactions.

In the end, our Redditor turned a dreaded NBN pitch into elder-chat therapy, pocketing bonuses while gifting lonely folks connection and peaceing out before the rules snapped back.

Do you think stretching those calls to seven hours was genius compliance or a cheeky overplay that risked the gig? How would you balance KPI loopholes with real customer care in a high-pressure job?