We have a customer service manager who is a great cultural fit but has missed their weekly scorecard target for first-contact resolution five weeks in a row. How do we use our weekly scorecard data to determine whether this is a capacity issue, a training issue, or a seat misfit?

Question

Tyler Smith · Accepted Answer

When a key team member consistently misses their weekly scorecard target, you must use your data as an objective, unemotional diagnostic tool. It is easy to let personal relationships or cultural alignment cloud your judgment, but a red metric for five consecutive weeks is a clear signal that requires action.

Start by reviewing the thirteen-week trend line of the metric. Is the number steadily declining, or has it plateaued? Next, use the GWC™ tool from the People Component to evaluate the individual in their seat. Ask yourself if they truly Get the role, Want the role, and have the Capacity to do the work.

A persistent red metric is often a capacity issue rather than a lack of effort. Use the scorecard data to have an open, objective conversation during your one-on-one meetings. Look at the inputs that lead to the metric. Is the employee spending their time on the wrong activities, or is the target itself unrealistic due to external changes?

By focusing entirely on the data, you remove personal bias from the conversation. The scorecard allows you to support the individual with targeted training or, if necessary, make the hard decision to move them to a seat that better matches their capabilities.