KPI Reporting

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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.

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REFERENCE: CARTOON # 8