One guy gets stoned at work, while everyone else is baffled at why corporations have strict rules to keep workers productive.
Seriously though, if not for treating workers like human beings, I'd thing a company like T-Mobile would consider the bad publicity in a situation like this... and like the person said, she loved the job until a few idiots playing by the book screwed it up.
In general though, not including the stupidity in the article, I understood why there were call center metrics/rankings only a few months after working at one... people wasted all kinds of time on calls and between calls, and it wasn't even that busy of a call center. People would bitch about the metrics without even being able to take a few calls in a row without wasting 10 minutes cackling about the weather or some crap.