OK if your face fits, or meet targets, or are friends with management or part of a clique, you can pretty much get away with anything. However if you are struggling, or don't get on with management - good luck.
I was bullied in this place, and wasn't appreciated in my job. I did the right thing for the customer, and abided by the company values, but that didn't stop me from being reprimanded and being put on an improvement plan.
Also was disciplined by management for refusing to "double wrap" (that is - finishing your first call, then taking a second call, and typing up your call wraps later - to me a massive risk to the business, but management don't see it that way.)
Now have a high attrition rate in their call centres, and the different call centres/departments/sites don't speak to each other well, they don't take ownership, and have a "not my problem" culture.
stressful, bullying, toxic