Sometimes it’s difficult to measure quality or service. There are a great many variables that are difficult to measure. Some examples are quality, effectiveness and customer service. The most popular way to deal with measuring difficult things? Measure something else instead, of course!
Something popular in call centres and high volume semi skilled work is the use of time as an indicator of performance. Agents are monitored and expected to meet particular time targets for calls. This not only means employees try to meet the wrong criteria, it also means they won’t be trying to meet the right criteria!
You’ll have people employed to monitor all types of unimportant statistics, and what builds up is an entire ecosystem around monitoring the wrong thing. You’d be better off forgetting all about monitoring anything, at least you’d save time.
Instead of measuring the pointless just because you can, focus on measuring the useful, even if it’s difficult!
