Stretch Targets - How far would you go?

[Sketch#]

Hi,
I've been in the call centre Industry for a few years, lately I have seen some pretty dubious activities from our Frontline Managers, which are not necessarily ethical, but allow them (and their teams), to achieve tough targets that have been set for them.

As an example: I have seen managers change fix times so that they are within the targets, or take ownership of tickets so that they are removed from the monitored queues. These are just two exmaples of a string of things I have begun to see.

I guess this is accellerating as we approach the end of the year - when bonuses are assessed.

It seems the whole management structure is in on this.

Have any of you come across something similar? - how have you dealt with it? - do you think that there are times when we should turn a blind eye?


Sketch#

[NBosch]

Hi Sketch#,

The practices you describe are pretty common in our branch (regretfully) and I can give you multiple other examples and practices that are most possible taking place in your organisation too.
The worst thing I have seen so far, is management ignoring clear examples of agents that were cheating the system. Allthough the statistical proof was available, no steps were taken, to assure that the team targets were met.

However... A large group of professional managers and supervisors do NOT support or tolerate them.

In my opinion, you can do 2 things.
1. Highlight the issues (by mail) with your direct manager and inform him of your concerns. Ask him/her for advice on what to do.
If he supports the "cheats" you could consider taking it one step up.
Whatever happens... you have done the right thing, gave the organisation a chance to do the right thing and keep on looking at yourself in the mirror.

2. Leave.
As a former manager of me once said: ,, nobody forces us to be here." Have a look at your personal goals in life and see if compromising your principles is among them... if not... the world is your playground.

Good luck.

P.s. in my example, I followed step 1 first and then decided on step 2.

[SupersonicBuddha]

Everyone everywhere is using wrong pracitices so all we have to do is you dont do what is wrong and leave the rest upto the unknown.