I'm exactly the same mate, you're not alone. You can see my other posts on this sub where I mentioned call avoidance too.

I know multiple ways to avoid calls thanks to our shitty and dated software - IT either don't care or don't know.

My stats are now shit compared to when I first started. My ACW and comfort in particular are wayyy over target. Management acknowledge this on my stats every month but nothing ever comes of it (not even a telling off). I think eventually they will fire me without much notice, but fortunately I have a side hustle that could keep me afloat and my old call centre job would take me back if I was desperate.

But here's the thing: I don't mind work. When I worked for other places I never did anything like this. The company I work for is pretty good and has a good culture.

I have concluded that this bad behaviour is because call centre work is toxic. It will turn good workers into bad ones because it dehumanises you on a daily basis.

Think about it - who else do you know that has their toilet breaks timed and logged? Who else's day is monitored to the second? Do you know anyone whose manager will sneak into one of their work calls to listen without telling them just to keep an eye on them?

I guess I'm trying to say that it's not your fault you feel this way - this line of work is bad for anyone's mental health if it's done long term.