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Case
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Reference no. 9B08C003
Authors: Jeffrey Gandz
Published by: Ivey Publishing
Originally published in: 2008
Version: 2008-09-17
Length: 7 pages
Data source: Generalised experience

Abstract

New metrics have been introduced to a software technical support call center operation. These metrics have revealed a wide range of performance between employees both for time taken to answer customers'' questions and the customer''s perceived quality of service. The call center manager is wondering how to make use of these metrics. He is inclined to ''go public'' with them, whereas the head of human resources believes that this could be damaging to employee morale and will also make it more difficult for the company to recruit in a market experiencing labor shortages.
Industry:
Size:
Medium

About

Abstract

New metrics have been introduced to a software technical support call center operation. These metrics have revealed a wide range of performance between employees both for time taken to answer customers'' questions and the customer''s perceived quality of service. The call center manager is wondering how to make use of these metrics. He is inclined to ''go public'' with them, whereas the head of human resources believes that this could be damaging to employee morale and will also make it more difficult for the company to recruit in a market experiencing labor shortages.

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Industry:
Size:
Medium

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