It goes “When a measure becomes a target, it ceases to be a good measure.” How does that work in practice?
In: Other
I worked in customer support back in the day.
When they were solely focused on average handle time, and tied performance only to average handle time, that lead to folks with complex issues that would take time to investigate to be punted around between different agents that didn’t want their time measurement and therefore their money affected. Because the count was solely based on how little time you spent on tickets, not on your quality of response, we had a problem with folks constantly giving people wrong information because they didn’t want to spend the time to find the right answer. Our customer satisfaction rate plummeted, we lost customers, and we had people waiting months to get an answer because nobody wanted to spend the time to do it, because they were rewarded for how little time they spent.
Latest Answers