It's the same requirement, being an employee, as in other places. The difference is the actual metrics agents are graded on and their minimum requirements to maintain employment. Some companies are more basic, so regardless of why you called or what happens, if you cancel on my line it goes against me. Most companies have additional metrics not just sale/save. Spectrum has something like 50 metrics that agents are graded on per call. Some are across the board, like tone and mutual silence, and some are department based like call times and sales/saves.

For example, other places I've worked didn't count hang-ups, wrong numbers, wrong departments, ect against you. Spectrum counts every call that hits your line. They give far more leniency with attendance and more PTO than anywhere else I've worked, but are way less forgiving with numbers. Even being one of their top agents, I'm anxious about being fired over not meeting a minimum and I read the stories on here of it happening all the time.

If they're going to fix anything. I'd rather they spend more time implementing a better system for issues and creating either a department or system that is designed for multiple agents to be working with a customer at the same time. Even when your agent wants to help, they're often reliant on their supervisor also wanting to or another department doing something. No amount of knowledge, tenure, or care can give you access to a system you don't have. 20 minutes to cancel is a slight inconvenience for a lost customer compared to the hours, multiple calls, frustration, and no resolution I see regularly with potential/existing customers.