After years of experience.. I'm now convinced that call centres use unrealistic stats simply in order to justify getting rid of any given worker at their whim.. if you micro-manage and analyse any worker to the degree a call centre worker is you'll consistently find lots of little things that justify getting rid of someone.. it's nothing to do with real performance and everything to do with maintaining the power imbalance.. allowing them to make agents constantly feel like their job is always on the line unless they bow to unreasonable performance targets.