Speaking from experience across multiple companies, if you work a customer service role, part of the role that's built in is a sense that the job is never “done” – it's always about improving metrics and threatening your employment as a driver
I've worked at PayPal, Godaddy, and Bank of America in phone roles in one way or another. All are the same in this way. A phone role is not there for rewarding good performance, it's a punching bag for customers and your management at the same time
For all those in customer service roles, you deserve better than this, even if you perform poorly. Jobs that are based around receiving incoming phone calls from a queue are borderline abusive. The micromanagement of your time is pretty crippling already, but to pile on verbal abuse from clients and your job being constantly called into question by a system that is based on high turnover rate is just outright depressing
The culture around these jobs needs to change, and I think if we go 20 years in the future we will look back on these work conditions as needlessly cruel