Problem Solving › Data Analysis
Il KPI che tutti ottimizzano sta distruggendo il servizio · Data Analysis · Advanced
Six months ago the company tied customer service bonuses to one KPI: average call handling time. The KPI improved 30%: except that, digging in, you found out why: agents close difficult calls with provisional fixes (repeat calls from the same customer are up 45%), transfer complex cases to other departments, and some queue verbose customers hoping they hang up. Customer satisfaction dropped eight points. The service manager defends the KPI: I delivered the numbers you asked for. He has a point too. How do you fix the measure without demolishing those who chased it?
Sei mesi fa l'azienda ha legato i bonus del customer service a un KPI: il tempo medio di gestione delle chiamate. Il KPI è migliorato del 30%: peccato che, guardando meglio, tu abbia trovato il perché: gli operatori chiudono le chiamate difficili con soluzioni provvisorie (i richiami dello stesso cliente sono saliti del 45%), trasferiscono i casi complessi ad altri reparti, e qualcuno mette in coda i clienti prolissi sperando che riattacchino. La soddisfazione clienti è calata di otto punti. Il responsabile del servizio difende il KPI: i numeri che mi avete chiesto li ho portati. Ha ragione anche lui. Come sistemi la misura senza demolire chi l'ha inseguita?
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