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Hey Belle,
You are correct in saying that by measuring calls per day, your operation is exposed to HR issues with your workforce. Simply put, calls per day is not a fair indicator of performance because of the simple fact that calls arrive at different rate base on the time of day. So your CSRs that work the early morning shift will not have enough calls as compared to their counterparts that work the mid day shift.
What you can suggest to your call center managers is that they should consider measuring CSRs performance around the speed of the call, quality of the call, the attendance pattern of the CSR, their teamwork attitude, etc ....
Calls per hour or calls per day can only give the call center managers a sign of how the CSRs are performing against historical pattern. For example, a group of CSRs that work the 8am - 5pm shift that avg 90 calls per day will give you an indicator of how many calls a CSR will take given the same shift. So a CSR that takes 50 calls per day should be monitored very closely to see why that is.
I hope that helps - this topic is more complex and can not be explained or resolved on a public forum.
Good luck
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