Long and short of it: we are here to handle the calls. They want you to do it a certain way to increase efficiency and decrease call times. If you do it in a way that is even FASTER and MORE efficient, you are penalized, but if you follow their procedure, you are actually SLOWER and LESS efficient.
I love Korporate Amerika. I also love the position i am in the kompany. Being a former member of the now-defunct weekend team, I learned a long time ago how to handle most things myself (since we had little to no support on the weekends), so when problems arise, I can handle them quickly, before anyone knows I'm doing it. My customers are satisfied, the calls are handled quickly, and my work reports are highly rated.
Damn The Man.