While reducing call wait times is admirable, emphasizing reductions in service turnaround times to many people simply means the support center staff are eager to end the call as quickly as possible. Often times this comes at the expense of truly solving the customer's issue. You can scan the gripeline for articles about lots of vendors whose support groups seem to want to maximize throughput at the apparent expense of actually solving problems.

Dell (and pretty much all vendors who value their reputation) would be wise to work on post-support surveys and grade their support staff on how their customers perceive the support incident and not on how many calls per hour their support center processes.