A VP of Customer Support wanted to improve the timeliness at which customer questions and system errors were being addressed. After thinking it over, the VP decided a fitting key performance indicator (KPI) would be to task his/her reports with reducing the average call time per customer support call. The thought being that if the average customer call time is reduced, then the customers are getting their questions addressed more quickly, and even better, the team can field more customer questions in a day! Furthermore, to drive the incentive to reach the target, the customer support reps and their managers will be bonused on the achievement of a 10% year over year reduction in the average customer support call time. Let the improvements begin!