Our customer support team is hitting their weekly target for tickets resolved, but our customer satisfaction scores are dropping because they are rushing clients off the phone. How do we pair scorecard metrics to prevent employees from prioritizing speed over quality?

Question

Tyler Smith · Accepted Answer

When you measure only one side of an operational coin, your team will unconsciously exploit it. Tracking tickets resolved is a volume metric. If that is the only number on the scorecard for that seat, your team will close tickets as fast as possible, even if it means leaving clients frustrated. To fix this, you must pair every volume metric with a quality metric on your scorecard. For every speed or quantity metric, there must be an equal and opposite quality or satisfaction metric owned by the same seat. For your customer support seat, pair tickets resolved with a metric like first contact resolution rate or customer satisfaction score on closed tickets. If they resolve one hundred tickets but seventy percent require a follow up, they did not actually resolve them. By putting both numbers side by side on your weekly scorecard, you force the seat owner to manage the tension between speed and quality. They can no longer game the system by hitting their volume target at the expense of client satisfaction. This approach applies across your entire Accountability Chart. In sales, pair outbound calls with discovery calls booked. In operations, pair units produced with defect rates. When you look at your scorecard during your Level 10 Meeting™, both numbers must be green for the week to be considered a success. This prevents your team from gaming their metrics and ensures your operations run with both efficiency and integrity.