Stats are more important than the customer. Stats are more important than BSA/AML Compliance regulations (agents are expected to work cases quickly and, if a case is taking too long, agents are told to "cut it off" instead of completing a thorough investigation). Stats are more important then the employee (i.e., even if the city is shut down due to a major snow day, employees are expected to be at work and may even be "written up" if they do not show up that day due to the weather). Stats remain the same over the course of years even if the tasks change and become much more complicated. Even if an entire segment of a department is struggling with stats, management will not reconsider numbers or take into account the type of work that is being done. Instead, they will have meetings where employees are told that management "may have to fire the majority of the department" if the stats aren't met. Tenured phone agents are held to stats of people in different (easier) segments to "challenge" them, then when they are unable to meet those stats, they are denied a bonus because they "didn't meet the requirements of their peers". The department I am in (BSA/AML Compliance is grossly underpaid. I make $16/hr and just received an offer letter from a local bank for over $24/hr. When I shared this information with Paypal management, I found out later, managers had told their employees that I was "lying about the pay" offered to me. I have since accepted the offer and put in my two-weeks notice at PayPal.
