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Telemarketers behave in undesirable ways to achieve sales targets…
Telemarketers behave in undesirable ways to achieve sales targets
Performance Measures
There are no KPIs set other than sales targets
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Balanced Scorecard
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Sales dept has no input into targets
Achieving bonus is related solely on achieving monthly targets
There is no incentive if target is not met at 100%
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Not agreed
Responsibility Centre
Cost of undesirable behaviour is not measured
Loss of customers
Collection of goods
Recovering payment
Loss of staff
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Customer satisfaction
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Poor management control of internal processes
There are no repercussions if undesirable behaviour is used
Loss of motivation
Undesirable behaviour increases
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Staff leave
How do customers perceive the organisation?
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