Why Metrics are Important for Employee Engagement
Вставка
- Опубліковано 29 сер 2024
- Are you keeping track of your team members?
In this video, I’m going to talk about the importance of monitoring metrics of your team members and how this can help you identify who’s performing well and who might need a helping hand moving forward.
Check out our channel sponsor, MetaPulse, the worlds first growth management system! metapulse.com/...
WORK WITH US:
➡️➡️➡️ If you’re a business owner looking to make more profit, have more time, and extract yourself from your business, click here to learn more about our program Adventure to Profit: adventuretoprof...
________________________
Check out all of our favorite Apps, Books and Tools for business owners: matterhornbizd...
________________________
More videos from Matterhorn Business Development:
How to Hire Employees for a Small Business | Tips to Make Hiring Easier: • How to Hire Employees ...
A Lesson in Customer Service from Disney World | How to Ensure Employees Give Great Customer Service:
• A Lesson in Customer S...
5 Things to Cover in Weekly Team Meetings | How to Run a Staff Meeting Effectively: • 5 Things to Cover in W...
Profit First Book Summary | Cash Flow Management Strategy for Business:
• Profit First Book Summ...
________________________
NOTE: This post contains affiliate links. Purchasing through these links is no additional cost to you, but helps support our channel.
I found something interesting working with a Fortune 10 company. A time based metric was driving poorer customer experience & driving repeat calls. Leadership was focused on the handle time of a client, and there didn’t seem to be a correlation in quality. It took advanced analytics to find this through sentiment analysis. For years, a strict emphasis on that time metric was causing repeat calls & a poorer customer experience.
Monitoring employees is not black & white.
You’re not kidding. I work in a call center at a fortune 100 brokerage. Well, it’s more of an administrative dept but they’re running it like a 90s call center. They care not about handle times but whether you do your (10-20 mins of after call work) in 240 seconds. This opens a gross door for errors, delays, and almost all callers tell me they’ve been calling repeatedly for weeks to no avail. I swear to god they do this to keep the calls coming = keep the doors open. A few minor changes and honestly the whole place would streamline & they could cut more than half the jobs. Employees are incentivized to work thru breaks & somehow manage to meet an insane schedule adherence metric. You have no control if a complex issue call comes before a break, meeting, lunch, etc., and blows right through it and it’s that metric we are exclusively graded on = incentivizing to cut calls short/no resolution > in service to those metrics. They have employees whose job is exclusively to email CSRs to remind us we are working if we go past the 240 second metric. Systems have clear issues but instead of remedy, they just roll out new ones never quite sunsetting the old ones > creates insane delays having to use 8 out of 60+ systems for 1 thing. Honestly no one understands how anything gets done (nothing gets accomplished.)
What seems to be ignored are whether the business metrics are improved by EE/EX initiatives. The needle hasn't moved for decades despite the exponential growth of EE/EX/HR tools and the billions invested. Something is obviously being missed and it's not the data.