I agree. Without disagreeing with how evil some of the people in charge are, this behavior is entirely explained by unreasonable quotas and lack of accountability.

Individual agents struggle to meet an impossible quota, see a huge bonus dangled in front of them, and learn there are no consequences for taking shortcuts. Clearly designed to bring out the worst in people, to reward bad behavior, yet maintain a veneer of plausible deniability by those who intentionally created the situation