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A.1 Q is a local governmental organization (council) for a town in country U. It has a large call center to deal with queries and complaints from local residents and aims to ‘help callers find the information they need. Callers are asked to grade their satisfaction levels from 1 to 10 once they have completed their call, depending on how satisfied they were with their service. Currently, the higher the average grades given by callers across the year, the higher the bonus given to call center staff. The call center experiences a high volume of calls, with a number of calls going unanswered.
Q has recently decided to change the performance mix for its call center staff. Staff will now be assessed on three separate measures: the number of calls taken by the center in the period, the average speed with which the call is handled and the total number of complaints about call center service received by Q. Each of these three measures will contribute equally to call center staff bonuses.
Based on the above information, which TWO of the following statements relating to the proposed changes to performance measurement by Q are correct?
- The new performance measurement mix may suggest to staff that the quality of assistance given to callers is no longer a high priority
- The performance measurement mix should not be changed as this will disrupt the culture of Q’s call center staff
- The new performance measurement mix measures may conflict with each other, causing confusion amongst call center staff
- The new performance measurement mix is inappropriate as it fails to include financial measures
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