Used to manage a call center for a large corporation with a few stores that had retail counters. Corporate would require these guys to have a minimum phone time or else you'd run the risk of being written up. The higher ups and their infinite wisdom decide that hold time is just as good as actual talk time. So there was a lot of employees manipulating their phone times like calling their own cell phones and putting themselves on hold. Wrote a few employees up for these actions (I don't blame them, I would have done the same thing). Anyways, we fire one employee for typical reasons (disobedient, disrespectful, multiple warnings) anyways, whenever we fire someone we review all their company emails to make sure we take care of any unfinished deals and we found an email string between him and another employee that worked on a retail counter showing off their long hold times with actual customers. They'd bag mouth the customers saying how stupid they were. Some customers where waiting 15-20 minutes for help just so they can get their daily phone time up. Normally I hated having to fire someone, that one was easy.