Gladys Moyo at the Emergency section of the Bulawayo Call Centre. Zimbabwe 2012. Photo: Phoebe Anderson<\/span><\/p><\/div>\nI hear many complaints from harried frontline staff about this. It is so idiotic that I feel like shaking the managers who impose this by the scruff of their necks until their bones rattle. It is not how many calls your frontline staff handle, it is why there are so many complaints in the first place. Granted, Singaporeans can be a grumpy, complaining lot. Granted, most people just want to be heard, to have their grievances aired. Unfortunately, your frontline staff aren’t the Sultan of Oman granting audience to his people once a month. Besides, I suspect that besides having their grievances aired and heard, people do want to see some positive, concrete action being taken. Look at the nature and volume of the calls your people are receiving. How have your people been responding to these calls? Does it tell you about how people feel about the way you do business with them? Are you even interested in knowing? Well, if you are, imposing 16 calls per hour on your frontline staff is not the way to go. The way you transact business needs to improve. The way you develop your staff needs to improve. And the way you devise your indicators, if you even want to have them, most definitely needs to be overhauled!<\/span><\/p>\nWe cannot afford to be lax with lazy leaders. Somnambulistic systems are dangerous and need to be roused. Why wait until a disaster shakes you up?<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"Do you know of leaders who appear to be extremely busy, look worried all the time, are swift in submitting reports and excel at paperwork, but who seem to be accomplishing very little in terms of business results? You do? They are class examples of lazy leadership. Look further and you’ll probably find that their […]<\/p>\n","protected":false},"author":2,"featured_media":8354,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":true,"_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[5,402,13],"tags":[],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"https:\/\/i0.wp.com\/elijahconsulting.com\/wp-content\/uploads\/2015\/12\/Call-centre-operator-1.jpg?fit=2592%2C1728&ssl=1","jetpack_shortlink":"https:\/\/wp.me\/p2EiEv-1Ox","jetpack_sharing_enabled":true,"jetpack_likes_enabled":true,"jetpack-related-posts":[],"_links":{"self":[{"href":"https:\/\/elijahconsulting.com\/wp-json\/wp\/v2\/posts\/6977"}],"collection":[{"href":"https:\/\/elijahconsulting.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/elijahconsulting.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/elijahconsulting.com\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/elijahconsulting.com\/wp-json\/wp\/v2\/comments?post=6977"}],"version-history":[{"count":7,"href":"https:\/\/elijahconsulting.com\/wp-json\/wp\/v2\/posts\/6977\/revisions"}],"predecessor-version":[{"id":9374,"href":"https:\/\/elijahconsulting.com\/wp-json\/wp\/v2\/posts\/6977\/revisions\/9374"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/elijahconsulting.com\/wp-json\/wp\/v2\/media\/8354"}],"wp:attachment":[{"href":"https:\/\/elijahconsulting.com\/wp-json\/wp\/v2\/media?parent=6977"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/elijahconsulting.com\/wp-json\/wp\/v2\/categories?post=6977"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/elijahconsulting.com\/wp-json\/wp\/v2\/tags?post=6977"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}