Do call centers only reward people who meet their precious metrics instead of the people who actually get sh!t done?

Because that’s certainly how it feels.

A few weeks ago, I was passed on for a promotion because my average handle time and after call work happened to be over 2 seconds the average requirement. Let’s keep in mind I take escalated calls, offer support for the warehouse, take general calls, as well as administrative tasks for employees as well. With last month being peak season for commerce because of Christmas, there were a ton of orders, and naturally, a ton of fixing other peoples mistakes so customers didn’t get screwed.

I’m talking occasional 20-25 minute phone calls to fix mistakes stores/reps/our sysyem made so a customer can get their Xmas gift like promised, so naturally that would bring up my average. Also let’s keep in mind I’m measured by the same metrics as a tier 1 agent when I’m tier 3 which is a whole other story that’s just pure BS.

Oh and the person who got the promotion is someone who’s mistakes I’ve corrected a number of times, is only tier 2, and has only been here half the time I have.. keep in mind I was also taking tons and tons of calls at the absolute busiest time during the COVID lockdowns. But he’s the golden boy so of course he should get it instead. I’m so sick of going above and beyond for customers only to get screwed by my company for it. I want to leave so bad… has anyone else had a similar experience?