I once worked at a company who did this. It was terrible on the developers. It destroyed productivity. It destroyed flow. And it was really just a way to plaster over not having clearly defined software goals and processes. If you develop software in a _professional_ manner, you can really do amazing things for the customer without making your 6 figure salaried senior programmers answer phones and tell people to try rebooting their windows machine.
The developer doesn't need to 'hear the voice of the customer' if the customers needs are being accurately transformed into proper specifications and plans by competent technical leads. The developer will meet the needs of the customer through creating excellent, testable, modular and clean code that excels at meeting the specifications.
I once worked at a company who did this. It was terrible on the developers. It destroyed productivity. It destroyed flow. And it was really just a way to plaster over not having clearly defined software goals and processes. If you develop software in a _professional_ manner, you can really do amazing things for the customer without making your 6 figure salaried senior programmers answer phones and tell people to try rebooting their windows machine.
The developer doesn't need to 'hear the voice of the customer' if the customers needs are being accurately transformed into proper specifications and plans by competent technical leads. The developer will meet the needs of the customer through creating excellent, testable, modular and clean code that excels at meeting the specifications.