I used to work for some of those guys (very indirectly) when they used to work at Medco as senior execs making millions. They are smart guys that don't need $$$

I used to work for some of those guys (very indirectly) when they used to work at Medco as senior execs making millions. They are smart guys that don't need $$$ at this point. In their defense, operations/call center leaders are very metrics and cost-driven at most companies. 50% annual attrition rate is business as usual. Driving down call volume, average handle time, and increasing first-call-resolution are name of the games. Call centers are viewed only as cost center at most companies. This trend has been changing in the past few years, so I'm glad they are also in the right side of the fence.