Why are metrics important?
-Performance- what to be able to draw distinctions between people and groups for incentive programs. Linking incentive programs to subjective criteria will kill morale of any organization. Without objective measures, favoritism and personality "rule" instead of performance. Circulate the name(s) of winners along with a copy of the report(s)/metric(s) documenting why the they won and how everybody else performed. Can't improve if can't measure! Increase individual and group morale with metrics.
-Benchmarking - Industry and competitors for continuous improvement. Easy to get industry data, but need to collect data about your company with your call tracking system to compare with industry data.
-Financial…for resource allocation plans, workload balance, add/subtract headcount, business cases for capital and operating expenses. Tie your team's performance to revenue as much as possible. How many revenue producers did the support organization kept productive? How happy are out customers so they keep on buying?
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