I work in the loyalty / retention department for a Canadian internet providers .and we have some metrics to achieve so we can get the bonus . For example you have to be able to retain 73 % of customers who calls . But some of my coworkers seems to receive calls that have nothing to do with cancelations and some receive type of calls where there is an opportunity to sell other services because we get a bonus for that too and its counted in the metrics . But i seem to only receive exclusively customers who want to cancel NOW and dont want to discuss anything else . And i have the worst results in the whole team . I feel like this is unfair or maybe i am just not as competent as them.