You operate an inbound call centre serving the various needs of your customers.Over the last several months,you notice that customers are waiting on hold for several minutes before being served.To motivate operators,you introduce an incentive program that rewards those operators that answer over 200 calls per 8-hour shift.Shortly thereafter,wait times drop but service complaints escalate.What kind of reward problem does this vignette describe?
A) failure to produce desired behaviour
B) production of desired behaviour and undesirable consequences
C) production of reward dissatisfaction
D) unfair compensation practices

Question

Quizplus · Accepted Answer

The vignette describes a reward program that motivates operators to answer a high number of calls, which results in shorter wait times. However, the undesired consequence is that customer service complaints escalate, indicating that the operators are not able to provide quality service to all callers despite answering a high volume of calls. This is an example of a reward program producing the desired behavior but also producing negative consequences.

You Operate an Inbound Call Centre Serving the Various Needs