Love this new blog post by Adrian C. Ott on Harvard Business Review’s blog page. It’s titled “Are Scorecards and Metrics Killing Employee Engagement?,” and it is spot on, at least to my way of thinking. I have never believed that the long list of the usual call center netrics were of any value. The only metric that matters, at the end of the interaction, is this: was the customer completely happy?
The other metrics… they are for management’s amusement. They can kick at the tires, and poke at them with a stick, and make certain tweaks that could result in shaving another 0.358 seconds off the average call.
But the only people who really care about that are the higher-up management, and shareholders in their quarterly dog & pony show. All your customer cares about is getting her issue successfully addressed in an attentive and courteous manner. This is about hiring the right people, and training those people to “do right things,” as opposed to “doing things right.”
Hiring robots who quote company policy might save you some money but will cost you a lot of customer love. Never a good trade-off.
– Chuck Dennis