Having worked in Customer Service (at a different company) on the phones, I see very little chance that this isn't the way his entire office is run. Most likely

Having worked in Customer Service (at a different company) on the phones, I see very little chance that this isn't the way his entire office is run. Most likely they weekly have their phone calls listened to by supervisors and evaluated, as well as constant tracking to see who has the most cancelations -- with serious consequences for those cancelations. Could be just an individual, too. Or something in between. I just doubt that.