XcomSoftware operates a 24-hour helpline to answer customer questions.

 with a standard time of 6 minutes per customer call. Monthly bonuses are awarded if the standard is achieved.  In the past five months, the number of calls has decreased from approximately6,000 calls to approximately 5,000. The average time per call has decreased from 6.5 minutes to 4.8 minutes. However, a software magazine recently gave the company a poor evaluation in