KPI Reporting

KPI Reporting

KPI Reporting

  

 

 

GO TO CARTOON CATEGORIES

Are You a Copyright Criminal?   

10 Copyright Myths Explained   

U.S. Government Copyright Office Website

Email the Artist

 

Personal use of call center cartoons is free

 

 

 

 

 

KPI Reporting

The cartoon below shows a rep pretending to be an automated response in order to meet his handle time requirements.  Although this may seem silly, it is not too far from the truth.  If you work in a call center long enough, you will encounter a plethora of strategies that reps have devised to make sure they meet their performance numbers. Few of those tactics involve working diligently in the customer's or the company's best interest.

Ideally, reps meet their key performance indicators ( KPI) by working effectively and efficiently.  However, it is easier, and more interesting, for reps to just beat the system and get rewarded for it.  The challenge as a call center manager or supervisor is to develop a performance based reward system that does not create undesirable behaviors.  Similarly, any corrective action related to poor performance should not encourage unethical behavior as a way to avoid punishment.

No one intends to create a problematic system that encourages unethical behavior by reps; however, it is very easy to produce such a situation.  If you ask reps to meet unrealistically low handle times, for example, you are in essence creating a "whatever it takes" mentality on the call center floor.  You will certainly have people who invariably meet their AHT goals, while others will  never seem to achieve their objectives.  

The important question to ask is "How do the top performers do it?".  What exactly are the superstars doing that sets them apart?  You may be surprised to find that the poor performers are actually the only good employees you have. 

 They refused to compromise their work ethic in order to meet an artificial goal.  Far from a defiant stance, this attitude can help you determine a more realistic handle time objective.  It doesn't do anyone any good if reps meet their goals by hanging up on customers, being curt, or speeding through calls without resolving the call drivers.  What could be worse than rewarding employees for such behavior, while punishing good employees for not following in the same steps.

More Cartoons  - Visit our various cartoon categories. 

Call center  Books

Choose from a variety of industry related books to help you keep up with  call center trends.

 

Search Jobs & Resumes

 

NOTE - You may use the cartoons on this site free of charge as long as they are for personal use.  Free cartoons may not be reproduced or distributed in any way. 

TOPICS

Advanced Call Center Software

Answering Services

Auto Attendant Call Routing

Auto dialer Software

Auto Dialers

Automatic Call Distribution

Business Phone Systems

Outsourcing

Call Distribution

Call Recording

Computer Telephony Integration

Contact Center Software Solutions

Contact Management Software

CRM Software Solutions

CRM Solution

CTI Software

CTI Telephony Solutions

Customer Contact Center Solutions

Customer Contact Center Technology

Customer Relationship Management

Customer Survey Software

Direct Marketing Software

Direct Response Marketing

Interactive Voice Response

IVR Outsourcing

IVR Service

Phone Survey Software

Predictive Dialer Software

Predictive Dialers

Telecommuting Software

Telemarketing Autodialed

Telemarketing From Home

Telemarketing Software

Telephony Phone Software

Telephony Software

Virtual Call Centers

Virtual PBX Phone System

Voice Broadcasting Service

Voice Messaging

Work At Home

WFM

Telemarketing

Work From Home Call Center

REFERENCE: CARTOON # 8

Feel free to make a donation to help keep the site running -- Thank you

More Cartoons    *   Buy Cartoons     *     Books     *     Job Info        Contact Us    *    Comments About The Cartoon?