Re:When your coworker does great work, tell their manager
by Cerium on Thursday July 16, 2020 @01:45PM
(#23861574)
Costco has such leader boards and keeps a separate board for part timers vs full time cashiers. I asked my friend who works there why the part time cashiers have a much higher (upwards of 2x) items per minute rate than the full time employees. Costco only schedules part time cashiers during busy hours where the lines are long and there are assistants getting the carts ready.
Re:When your coworker does great work, tell their manager
by cpeterso on Thursday July 16, 2020 @02:49PM
(#23862398)
I heard about a call center that rewarded customer service agents for short calls, so workers started immediately hanging up on some calls to bring their average call duration down.
Re:When your coworker does great work, tell their manager
by throwaway987978 on Thursday July 16, 2020 @03:59PM
(#23863195)
I swear this happened to me with Grubhub. I had a problem with my order and used their chat. After I wrote my problem the agent replied with a standard answer and then immediately:
"Is there anything else I can help you with?"
And then immediately after that:
"No, ok I will close this chat."
Re:When your coworker does great work, tell their manager
by RotANobot on Thursday July 16, 2020 @05:09PM
(#23863835)
> I heard about a call center that rewarded customer service agents for short calls
Almost all call centres reward agents for short calls.
Re:When your coworker does great work, tell their manager
by sib on Friday July 17, 2020 @07:49PM
(#23877425)
Smart companies optimize something more like "percent of calls resolved on first contact" (or "1 - percent of calls requiring the customer to call back").
Re:When your coworker does great work, tell their manager
by slim on Friday July 17, 2020 @12:27AM
(#23867034)
There's a target time. Something like 6 minutes. You can't just hang on customers
Re:When your coworker does great work, tell their manager
by bombledmonk on Thursday July 16, 2020 @03:30PM
(#23862884)
I can verify this does happen in some call centers.
Re:When your coworker does great work, tell their manager
by Spooky23 on Thursday July 16, 2020 @04:37PM
(#23863555)
The supermarket I worked at in high school did this, but you usually didn’t get incentive pay if you worked less than 15 hours a week.
The supervisors were pretty swift and always looking for shrink. If you were letting dog food or whatever walk out the door, they would figure it out quickly and you would be gone.
The GMs were well paid and profitability and shrink were their metrics.
The host shares a personal story from time when he was a cashier. The grocery chain measured performance as items scanned per minute and shared internal leaderboard.
Some items are hard to scan so the cashiers ended up skipping scanning them – so the store gave them away for free. But the managers were happy about their KPIs. (Look how many items are we suddenly selling per minute!)
[0] - https://www.npr.org/transcripts/669396192 (both podcast and transcript)
I love this podcast.