The case study on United CallSoft highlights the significant role that techniques like Balanced Scorecard can play improving the employee productivity in call centers. A key insight that this case offers us is the fact that managers at call center should understand that the workstation conditions are appropriate for workers minimizing the negative effects on their health. This is because of the observation that several the health disturbances have direct impact on the employees’ performance. The developers of the call center should pay the desired attention to such aspects for creating comfortable surroundings. These should be able to assist the workers in their functional requirements of processes and job.
However, the intended users should pay attention to the fact that ‘not every countable measure is countable and not every countable parameter can be counted’. Collecting metrics just because those can be easily counted will not serve the purpose rather push the firm in a wrong direction altogether. Therefore, the key is to settle for only those pieces that are most likely to convey the ongoing situation in as precise manner as possible. To arrive at such a set, one can bank upon the best practices being followed by industry leaders. Read more in Call Center Balanced Scorecard Case Study.
Tags: Balanced Scorecard, call center, case study