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The Performance workers’ incentives favor rejection. They must process approximately one claim every four minutes, and reinstating someone who later gets suspended again counts against them, according to McCabe and others.

So the system is set up in an extremely rigid way that prevents much thought on the part of the human cogs, and if something goes wrong in the future with that seller it hurts their metrics. Seems like everyone's incentivized towards punishment here. It's not that surprising, most call center type jobs seem to have stringent to the point of absurd metrics, but this seems like a poorly balanced system.




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