Your organization has been going through many changes. The leadership team is concerned about the amount of time a Call Representative spends on the phone, talking with customers, called Talk Time (TT). The Leadership team also believes the call centers are getting too many calls. Subsequently, reducing TT is a key strategic initiative for this year. All call center projects have the goal (big Y) to reduce TT. The project has been broken down into a few smaller projects that the leadership team believes will reduce TT and result in better customer satisfaction