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?
Read the case, write how you would solve it, in free text, no prompt required, and Grace's AI judges whether your solution actually works, solved or not solved, with a 0-100 score and coaching feedback that points at what is still uncovered without revealing the answer. 5 free evaluations a day in the gym and 5 on the scored exercises, counted on your account when you are signed in.
It is an advanced-level Data Analysis case based on a real workplace situation. You read the problem, write how you would solve it in free text, and Grace's AI judges whether your solution actually works, and tells you what is still uncovered.
Solving a advanced case earns up to 100 XP on the first successful solution. Failed attempts and repeat solutions earn much less: the reward is for cracking it.
You get 5 free evaluations a day in the gym and 5 on the scored exercises, which this case shares with the scenarios, and no credit card is required. Beyond that, evaluations cost 1 credit each.
No. Grace judges the substance of your reasoning, not similarity to a script. Different approaches pass, as long as they genuinely solve the problem within the constraints described in the case.
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