More: System Failures
Call Center Purpose
Identifying the systemic causes of major societal failures.
Identifying the systemic causes of major societal failures. |
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Roy Madron from Curitiba, BR and Montevideo, Uy (Contact Member) -
One of the key components of systems thinking is the idea of "Purpose". If the driving purpose of a Call Center operative is to minimise their Average Handling Time, (AHT) in order to satisfy some useless Command and Control 'metrics' the service they give will be perfunctary at best and frequently lousy. In Call Centres run by systems thinkers, the driving purpose is to understand what is bothering the customers and use that knowledge to a) give the customer the service they need and b) use that knowledge to improve the firm's systems and products. Certainly, systems thinkers collect data but the data is used to understand why the customer is unhappy with the firm's products and services, and to work out how to improve them. By working together to understand and improve the systems that the customers encounter, everyone wins: the firm, the managers, the operatives and the customers.
Comment #1 Roy Madron from Curitiba, BR and Montevideo, Uy (Contact Member) -
Tripp Babbitt's latest post contrasts the many types of waste generated by Command and Control Thinking with the reduction in waste and improvements in performance that result from the introduction of Systems Thinking in Call Centers.As always, Tripp says many wise things, but I think that he and other very able systems bloggers need to 're-frame' their messages. In order to break though the culture barriers, Tripp et al have to recognise that they are actually in the 'Leadership' business. As 'Leadership thinkers' their first task is to help managers to abandon the "Command and Control" leadership paradigm and adopt 'Liberating Leadership' paradigm. Only then will they be able to liberate the vastly increased performance potential in their staff and their organisation though the use of systems thinking.
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