I asked on the 6:30pm ET Q/A session if the analysts will become Remote Install Only analysts, but didn't really get a response. I wonder if they switch us all to remote install analysts, then sit back and watch how many each of us complete per day, then they fire the low performers. I can foresee screen monitoring software to watch for screen activity, and software that notifies someone after 3 minutes of inactivity. Anyone ever watch Outsourced on NBC?
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Our call centers in Billing and Credit currently do that. Your manager can pull up a log of your calls and the associated screen switching during your review
It's not just Outsourced. Many call centers work this way. Your phone goes through the software, and everything--phone and screen--is recorded and time stamped. Supervisors can sit in live without your knowing, and can go back to any session for any reason to review it without your knowing.