Many projects put the cart far ahead of the horse. Management tries to do everything at once. Do one thing well, then move on. The wrong group is in charge of planning. Most commonly, this happens when a technical group such as IT or telecom takes precedence over the operating group that actually operates the center.
Management measures the wrong things.
Your call center measurements should flow from your overall objectives, not determine them. And, they should be measurements that report performance and indicate where you need to look to improve by fixing causes. It all comes down to the elephant story. To understand an elephant, you must know its individual components and the animal as a whole. Successful call center managers always remember the big picture when they deal with the details.