[mikael]

I find it sad that there are still centers out there measuring performance in terms of calls per hour of day as a general rule.

What I've found in my consulting practice is that when a company measures performance by calls taken, they get lots of calls that are taken regardless of whether those calls are really handled or not. Such a measure encourages CSR's to get the customer off the phone as quickly as possible. It also tends to encourage them to close calls on any pretext.

You can screen for this behavior by running some reports that identify repeat calls within a short time frame by the same customer, and by paying attention to customer sat ratings, but it's generally easier to set up a proper suite of performance metrics in the first place, one that is properly sourced in the company's overall CRM strategy.