If you've ever worked for a call-center, you know they all have a few metrics from which an employees performance is rated. Xerox had metrics like Average Handle Time (AHT), Customer satisfaction ratings from surveys, maximum transfer percentages, first-call resolution, and the like. Nothing unusual so far. Except an employee there could ignore ALL other metrics as long as they achieve the AHT goal: which was 5 minutes for a DSL Internet Tech Support job. 5 minutes is achievable if your customer is knowledgeable about internet modems, routers, network settings, etc, but those people never call Tech Support. So for the rest, 5 minutes is only achievable if you find clever ways to get your customer to either hang up or agree to be transferred elsewhere. In most call centers, your performance is rated monthly. At Xerox, it's rated per call. If you're over 5 minutes on ANY call on ANY day, supervisors would breathe down your neck about it. Also if you're still interested in this job and want to seek a promotion, you should develop a smoking habit. Xerox tends to only promote their smoking buddies in back-room deals, and then announce applications are available for promotions afterwards, so they could falsely claim they made the opportunity available to everyone.
You'll get a paycheck
You'll hate how you got your paycheck