We get it. Analytics is big business. But what message are you sending your employees when you display management information on TV screens, and what impact does it have?
Publicly displayed information is influencing the mood of your employees every minute of every day; the way it’s displayed, the colours you use, the messages it sends to our conscious and subconscious. Making sure you get the right message to your employees takes some thought, but get it right and the benefits are enormous.
There is a pervasive mentality in our industry around, “if something can be measured, it should be measured.” What usually follows is then something far worse: If something is being measured, we should use it to control people and punish them when the numbers aren’t what we want them to be.”
SJS CEO Steve Pace worked as a commercial analyst for TNT Express for two years and then spent 3 years analysing KPI’s and mystery shopper results. He regularly used this information to help increase the performance of customer care centres, and fell into the same trap: A one-dimensional view of human performance.
For the last 17 years, Steve has devoted his life to helping organisations get the most from their Customer Care personnel. SJS frequently encounter organisations who make the mistake of taking management reports and displaying them in full in their call or contact centres.
’So, what’s wrong with this’ we hear you ask? After all it’s a cost-effective way to inform agents, supervisors and managers of call volumes. Well, in order to be effective and avoid any negative impact on morale, engagement and employee satisfaction, all communications need to be audience specific. Taking reports designed for managers and displaying them in front of agents will create negativity and increase disengagement. This is because these reports tend to highlight the negatives and often include information agents have no control over. More importantly, Management Information does nothing to tackle Employee Engagement in any way. In fact most agents we have spoken to over the years dislike their Wallboards and Dashboards for that very reason.
So, what’s the solution? How do you motivate people with metrics? First of all, start by asking yourself three simple questions:
- What improvements do we need to make to help us reach our goals?
- What do we want to achieve by having information publicly displayed on TV screens?
- How will this data help my agents be more autonomous, productive and better equipped to master their role?
By reflecting on these questions as you design your contact centre visuals, you gain deeper insight into the power of the numbers, and the damage they can do if you pick the wrong ones. To increase morale, engagement and satisfaction, to recognise excellence and support your teams, you need to question the value of every metric you display, and not just have numbers on a screen because they represent things than can easily be measured.
So, can you use metrics to motivate people. The answer is “Yes,” – but probably not in the way you currently think! SJS can help you to develop SCARF-compliant environments which support employees, rather than penalise them for numbers they have no control over. Our approach uses metrics in the correct way to shape behaviour, drive improvements and keep everyone happy.
Click here to request a free, no-obligation branded demonstration today, and we’ll show you how.