my wife just quit her job of 10 years and started a new gig on Monday that had very similar policies. she had to log into a phone, they could monitor her calls whever they wanted to, couldn't spend too much time on the phone, but not too little. had to forward so many calls over to sales a month, but her performance review had a portion that was based on sales closed - not forwarded to the sales department.
she couldn't take it any more. Now she's at a different company and loves it so far. not on the phone every minute of everyday. she was in insurance, and she would be the person you call when you need to update your policy, have questions about it, want t file a claim etc.
So....yeah, about 90% of the people calling in were pissed off to begin with.
Life is 99% inspiration, 1% Perspiration, and 1% Attention to Detial.