This is still the case, our local call center where my girlfriend is a quality specialist (yes they have them, they are just not listened too for the most part), they have only one contract for the whole building, and they are paid by buy how many calls they take, so its not just outsourced call center jobs. In my experience in working there for a very short time it is the number one complaint of the people working there, more then pay or schedule's or hours, because most people (probably 75%) genuinely want to help people but they are restrained by 2 minute call handle times, try giving good service to someone in two minutes after they have been on hold for 10-30 minutes only happens about 5% of the time at best, the rest get bullshitted, or transferred to some number then gets them right back where they started. Sure they have intensives for good reviews of the service they gave, but that is to get meager bonuses, (which they wont get anyway if the have a high handle time) their hourly rate and their performance reviews are entirely based on handle time.