S
Squid
Need to keep the calls numbers up to keep the contract going also more than X amount of calls logged then it could be that it hits a higher tier and further payments are paid/charged.I think the clue is in the question... "...my boss..." I'd just do as I was asked. If you feel that strongly about it, maybe look for another boss ?
A mate of mine used to work for a large hospital maintenance company... he was scolded once for tightening a loose plate screw ! He thought he was doing a good job... but was told that he had to first log the fault, then a job number would be issued, then he could tighten it !