Hit 500 service calls logged in my first year this morning

Didn't even realize I was close until I checked my spreadsheet yesterday. Anyone else track their numbers just to see where you're at?

3 comments

3 Comments

reed.ray8d ago

500 service calls is just busy work, not real progress. Spreadsheets like that just make you feel good without actually showing if you're helping customers or just burning through tickets. A buddy of mine hit 750 last year and got passed over for a promotion because his resolution quality was in the gutter. Tracking volume for bragging rights misses the whole point of service. Focus on how many problems you actually solve on the first try instead of how many times you picked up the phone or typed a response. That spreadsheet should measure impact, not activity.

betty1448d ago

Reed, how do you actually measure resolution quality without some kind of volume tracking to back it up? Seems like you’d just be guessing otherwise.

patricia_chen678d ago

Bullshit. Volume IS a measure of impact. If you're handling 500 calls, you're keeping 500 people from waiting on hold or getting ignored. That's real work. Your buddy got passed over because he probably sucked at the job, not because he was closing tickets. First call resolution is a nice metric but it's not the only one. Sometimes you need to dig deeper or loop in a specialist. That's not failure, that's doing the job right. And if you're only measuring "first try solves," you're incentivizing half assed work or pushing customers to call back. Tracking raw numbers tells you if someone is actually working. If you've got two people with similar quality scores but one does double the volume, who's more valuable? The high volume person, obviously.