February 2009
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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.

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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

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