[dade_]

It’s not unusual to add a few minutes wait time for customers that didn’t input their data into the system, or for lower priority customers (ones without a support contract for example).

What HP did is just incompetent management. Anyone that works in CC would advice against his strongly. Handle time will go up as every call will start with a complaint about the long wait time, agents will disengage and have higher absenteeism, supervisors will be stressed & angry about it. Brand damage is priceless though. Bravo.