Does measuring my team’s phone calls actually improve their performance?
It does, and there is solid behavioral science behind it, not just my opinion. Things you measure tend to improve regardless of anything else you change. Decades of work in behavioral psychology and sociology, across manufacturing and sales jobs, show the same thing. The simple act of measuring nudges the result upward. It is not a guarantee, but it moves the needle. There is also the Hawthorne Effect, which says people perform better just because they know someone is paying attention to them. So measuring your phone calls does double duty. You get the data, and your team lifts their game because they feel watched in a good way. Given all that, the real question flips. Why would you not measure everything on the phone that matters? Start scoring calls, share the numbers, and watch the behavior follow.
If the answers you are finding here resonate with you, my team and I work with a small group of clients each year. The next step is a complimentary Discovery Consultation and Practice Review with Dr. McAnally.