Seth's Blog: Who answers the phone?: "Shouldn't you be rewarding call center operators by how long they keep people on the phone, not how many calls they can handle a minute? Shouldn't there be an easy, fast and happy way for an operator to instantly upgrade a call to management (not a supervisor, I hate supervisors) who can actually learn something from the caller, not just make them go away?"
It's just managing what you measure. If you measure the wrong thing then you're screwed.