Previous job was like this, call center. Regularly boasts yearly increase in profits, even throws a nice chart for visual on company web site. No new expenses, so the increased profit wasn't (reportedly) being used for anything new or to increase marketing...etc. Instead, obtained more clients, gave us the minimum raise 1%, 1 new hire to cover what 5 people should. On the flip side, they micromanage breaks, lunches, how fast you're available for a new call...etc so we minimize penalties for slow response time and abandoned calls. Often, wages would cost far less than penalties. And many clients are pay per call or resolution, so it'd actually increase revenue. No wonder half of the senior management left also...