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Both Kat & ApK have made good points and both of you are correct in your thoughts.
Most CS is a bunch of BS speak to the outside world of the importance of the customer but internally it's ALL about numbers. They know full well that most can't either meet the numbers or provide better CS to people all at the same time. This gives them the reasons they need to deliberately keep their staffs salaries where they want them to be.
I believe it is called the Bell Curve with the majority falling right in the middle.
From what I gathered reading the article the ? email went to the supervisor/manager to investigate and provide and explanation.
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