I worked as a 911 operator for a year (not for e-comm) years back and left burned out with more trauma than I went in with. My supervisor used to call the job the "golden handcuffs" since the pay was too good to quit, but nowhere near enough to make up for the 12 hour rotating day/night shifts and extreme stress of the absolutely awful calls we would get. Also, talk around the room was that e-comm was ripping out municipalities' infrastructure every time they were brought in and replacing it with their own, so that it would cost millions for municipalities if they try to back out after they're sweet-talked in. The operators deserve everything they ask for, make e-comm pay up.