In previous posts we have discussed a lot about creating KPIs for call center and designing the Balanced Scorecard. It appears that if you have right KPIs and have implemented them in a right way the Balanced Scorecard idea will work! Unfortunately, more significant is motivation aspect, e.g. how to motivate employees to design and then use good Balanced Scorecard.
Here is one of the ideas:
Criticize Work, Not Indicators. Don’t criticize an employee just because their indicator is going down. It’s important to find out why the indicator is going down. Perhaps the indicator doesn’t reflect the work they’re actually doing, or maybe the wrong values have been entered into the system. Of course, the problem might also be that the job was not done well—but even then, do not use the indicator itself as the basis for your criticism. Indicators are only a measuring stick, so you can obtain feedback, do a better analysis, and understand what works and what doesn’t.
There are more ideas in eTraining: Motivation for the Balanced Scorecard