Managers think that screaming at their agents while they are working will make them more productive. They also think that if they make the bonus performance schemes unattainable nobody is going to be demoralized. The working conditions in some of the departments i have worked within Teleperformance were those of a Galleon, your workload is getting constantly increased and your superiors treat you like a statistic and not like a real person. If you are very productive (fast handling time/ taking lots of calls) you are never going to be promoted since they want keep their numbers steady. However if you are doing everything that you are not supposed to do, like fight with customers/shout at them you are probably going to end up as a supervisor.
