Thank you for calling XYZ Widgets. Can I help you?
How many times has that happened? A person works through a myriad of push buttons that would puzzle the most obsessive Sudoku junkie and then, after 15 minutes of finger exercise when they finally reach an actual person the line inexplicably goes dead. Who’s to blame? Is it the fault of the telephone company? Has technology once again run amok? It’s more likely that the caller has been the victim of a poorly thought out Customer Service Performance KPI.
It works something like this. Call Center operators are largely unsupervised, sitting in a cubicle answering hundreds of calls a day. Even though the calls are occasionally monitored the vast majority of the time the operator knows that no one will be listening in. So what motivates the quick hang up? Because the operator knows that the monthly performance bonus is based on one thing and one thing only: how many calls are processed in a given shift? Whether the customer is actually satisfied or not is practically irrelevant. That only relevant factor is the number of calls processed, not whether or not those calls are effective.
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