I agree that you can make statistics tell just about any story. That's why it's important to always balance the statistics that you look at.
I'm going to point to the evaluation for the agents. Less than 10% of it placed importance on the accuracy and completeness of a response. When you set that out, the culture you set out is not one focusing on getting the answer right, but one focusing on adhering to schedules or meeting call volume.
Fundamentally, they need to start there. What you measure ends up in results, so you need to measure accuracy and place more importance on accuracy.