[danek]

$[support costs] = [num customers] * [avg call duration]

So obviously you can save money by shortening call durations. This has a nice side effect of reducing the number of customers (over time), which also helps reduce support costs.

#metricsDrivenManagement

[seanp2k2]

A better metric might be cost per call. Outsourcing gives them cheaper per-call for the same length. Refusing service probably also shortens the call length. Refusing to do anything outside of the scripted interactions probably leads to some type of punishment for the rep.