It’s interesting you’ve raised CPH from 9 to 14 BUT has this improved the service you give to callers? It is more likely that your agents are only working to win the incentive by ‘cheating the system’ which will in the longer term. lower their morale. Callers want their problems solving, not just to be rushed off the phone as quickly as possible so the agent can take the next call in an attempt to win the incentive prize.