Way to cut costs
"personal, effective and consistent", never have I heard that while working for Charter. It was always, don't make outbound calls, limited your breaks, be back on time and answer more calls.
The superiors at the Vancouver WA location would send nasty emails about wasting time, sending calls for queues to agents that weren't trained in that area or just plain complaints about the way they want their department ran.
There are no government SLAs on calls to HSIA support. They can let them sit and rot but forbid the day a TV call causes their SLA to drop and then they are fined.