Payback Time


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Maz Iqbal told me a great story this week….

Imagine you were an employee of a large business. You worked in a factory, or a shop, or a warehouse or maybe you were an agent in a call centre.

A big call centre where they measured your every move:

Every single time you did something “out of adherence” your supervisor came down on you like a ton of bricks. You were given no leeway, you were treated like a child. There was not an ounce of trust.

How would you feel?

Would you like some revenge?

Now imagine you were asked to do some things that weren’t measured

Perhaps recording the reasons why customers have called in. Categorising those reasons onto a call recording log.

Would you have entered those reasons correctly? Or would you have got some payback, taken the opportunity to mess with the system, exacted some revenge. What would you have done?

How adult are you?

I’ll be honest with you, if you treat me like a child, I’m going to act like one. I can’t help myself. Maybe you have more moral fiber than I do. Maybe you are better than that.

I bet your agents aren’t.

Of course the story is hypothetical

Nobody would ever run a call centre like that and if they did they wouldn’t be foolish enough to make a multi-million pound investment in a brand new, all singing, all dancing customer service website.

One based on months of statistical analysis of agent coded call reason data.

Nobody would be that dumb.

Would they?

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Image by samahR

Republished with author's permission from original post.

James Lawther
James Lawther is a middle-aged middle manager. To reach this highly elevated position he has worked for many organisations, from supermarkets to tax collectors and has had multiple roles from running a night shift to doing operational research. He gets upset by operations that don't work and mildly apoplectic about poor customer service.


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