this post was submitted on 12 Jul 2023
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I've worked in customer service software companies for the last 30 years, and one thing I can tell you is that average handle time is not a good metric to decide your success or failure on.
Having a low average handle time is easy. Just hang up on the customer. Or show them quickly that you won't do shit for them so that they hang up on you.
How about showing us those customer satisfaction and first call resolution scores?
Do you mean that GDP is not the most important measure of a success of a country?
Isn't the GDP itself a roll-up of dozens or hundreds of other metrics, making it nigh impossible to game? Gaming the metric is the problematic part of identifying metrics to track performance being referred to.
No, GDP (gross domestic product) is an amount of money produced by states' economy. That's why you can have falling wages and lots of people in poverty yet if the stock market is doing well the government can boast how everything is just fine.