Thread: Bt And Mod Case
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Old 12-09-2007, 10:24   #2
brundles
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Re: Bt And Mod Case
Linky

Reading the story, I wouldn't be surprised to find that sort of thing happens with other call centre operators. The problem with linked bonuses to targets is that it doesn't always trigger the behaviour you're hoping to get to achieve the target. Sometimes people will think "outside the box" as it were on the best way to meet the objective given in the way they have been told it will be measured - even though that doesn't meet the intention of the target.
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