The constant pressure to answer more calls with less people has given us the Age of the 'battery call center'. Only a bookkeeper with little common sense and NO call center experience could believe such projections and the fact that senior management bought into the idea simply underlines how far removed the Call Center is from the mainstream business.
Next step is to outsource.
Remember you're there to give the customer access to the organisation. A good call handling results in more business or reduced cost. But that doesn't make these operational figures the product of the call center, unless you're a call producing factory, in which case the best way to handle the productivity issue is to instruct the reps to hang up on any call duration over 45 seconds. Or maybe even better, have the ACD do it automatically. Its called motivation.