Post #2153228
2026-03-20 21:02 UTC
It's both, because reducing the number of people and the options they have available to work the system is both usually cheaper to operate and it makes key performance indicators that their bosses have set go up.
The latter is where the stupid comes in and is usually more insidious because everyone always forgets that when a metric becomes a target it ceases to be an effective metric. The end result is a rats-nest of perverse incentives and compliance theatre. But the c-level bosses don't care because arbitrary numbers went up.
Replies (1)
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@otacon239@lemmy.world 2026-03-20 22:33
This is precisely what happened at both of my call center jobs. Started out great, with new employees getting a month of training before talking with a customer, but rapidly accepting as many customers as are willing to call in. Then when they started to fall behind on support from the extra workload, they just outsourced it to a third party and didn’t teach them jack. KPI Number go up, but every customer I talked to recognized the significant drop in quality.