Why call centers measure the wrong metric

is precisely the point. Almost every call center is measured on this metric of average handle time. And in order to be efficient, you want to be able to resolve the call in a very short period of time, which is diametrically opposite to building a relationship with the patient and building a rapport with them. And when you don't have to worry about efficiency metrics like that, you can really invest in building that relationship, which is, by the way, long-term beneficial for both the healthcare system in terms of containing costs and providing better clinical outcomes and good for the patient. So we invest the time to do that.