I maintained a 100% flawless NPS/satisfaction survey rating the entire time, but my mean call time was also nearly triple that of everyone else.

I helped far fewer people, but the ones that I did help I frequently ended up actually educating, resulting in nearly no repeat calls.

Management could never come up with a purely zendesk based overall performance metric I wasn't near the bottom of. I never much cared because at least weekly a customer that I helped would try to convince me to quit and come work for them as a private consultant, making it incredibly hard for my manager to convince me I should change anything at all about what I was doing.

I left after 3 years and shortly after the whole thing got outsourced to an Alorica call center. So I guess management did figure it out, they'd rather have 4 people who's only qualification is the ability to fog a mirror, giving out near worthless support very quickly, than pay for 1 person like me.