Double Check Your Metrics Aren’t Contradicting You

1760

Here is an idea to help make sure that you are delivering a consistent message across your organisation.

When trying to change your company culture, make sure all aspects of the company are aligned so you don’t send mixed messages, contradict yourself or make it difficult for your agents to meet their new goals.

This is especially important in your choice of metrics, as you could struggle to drive a customer-focused culture while heavily targeting agents against Average Handling Time (AHT).

You should also look out for other contradictions – such as banning the use of mobile phones on the floor while the management team play with theirs in full view.

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn