Amazon rated their customer service representatives based on the number of calls taken per hour. The best way to get your performance rating up was to hang up on customers, thus increasing the number of calls you can take every hour.
I wasn't at Amazon, but I can confirm. 20 years ago I worked in a call centre and they used a similar metric, which was basically "calls per hour." There was another perverse incentive too - if you didn't actually solve a customer's problem, they'd probably need to call back again soon, further inflating your stats. I remember listening to the guy who had the best stats, all he ever said was "fix your firewall."
As other posters have stated, the way to fix this has two parts. First, better metrics. Second, better management who understand the work and can prevent their staff from gaming the metrics.