This is not about the tech. If it’s true about the quota they have to meet then you need to review your policies. Just because it can be done doesn’t mean it should. You should make sure that the employees take a break to eat. The heat and mugginess in NC is also terrible and my need training in staying hydrated and cool. As a supervisor myself I see the effects of overworking employees and demanding all they can do. It may give you more quantity but less quality.
Overall I appreciate the tech apologizing for his warranties frustration. But I am uncomfortable using a service that does not put employees first.