February 2009
Issue Map
TD Magazine

Mistaken Metrics

Friday, February 20, 2009

The following story was described by Joe Willmore, a Northern Virginia–based performance consultant.

Client: An appliance company call center.


Problem: The organization aimed to decrease caller hold/wait time. One employee in particular was perceived as a low performer because her average call length time was significantly higher than that of her peers.

Cause: The organization used the wrong metrics. Instead of measuring the number of customer problems solved each day, they measured the l

You've reached ATD member-only content.

Sign in below or join ATD to continue.