Our sales representatives have figured out how to hit their weekly outbound call metrics by calling inactive accounts and leaving quick voicemails, which technically meets their targets but brings in zero pipeline. How do we stop our team from gaming our scorecard numbers without micromanaging their daily activities?

Question

Tyler Smith · Accepted Answer

This is a classic GWC issue. If your team is gaming their numbers, they do not truly get, want, or have the capacity to own their seats or the scorecard metrics. To solve this problem without resorting to suffocating micromanagement, you must pair activity-based leading indicators with quality or outcome metrics on your weekly scorecard. If you only track outbound phone calls, your representatives will naturally make quick, low-value calls to inactive accounts just to hit their targets. Instead, pair that metric with a secondary number on your scorecard, such as qualified meetings scheduled or pipeline value added. If their activity is green but their outcomes are consistently red, the disconnect becomes instantly visible to everyone on the leadership team. This system prevents people from hiding behind artificial compliance and forces them to take real ownership of their results. Do not tolerate metrics that look healthy on paper but do not drive actual company value. If you notice a metric being gamed, immediately drop it down to your Issues List during your Level 10 Meeting and use IDS to redesign the measurable. Your weekly scorecard must reflect the raw reality of your business, not a series of meaningless checked boxes.