Devoted to the call center industry, the agents on the phones, and their managers

Call center managers often provide reps various incentives to help them lower their call handle time.  However, the incentives must be carefully crafted and reviewed before they are rolled out.  One of the most common shortcomings of handle time initiatives is the fact that reps will always increase their speed by cutting corners and by trying to “win” at any cost.  If not properly planned, incentives may simply reward agents for speeding carelessly through calls or for being very curt with customers. 

Cartoon from Callcentercomics.com