Analytics: How Much Should you Trust Them?


Business owners and managers make impactful decisions every day relying on intuition, experience and data.  But is that data always reliable?  At least when it comes to customer service, not all analytics mean what you may think. Pete Slease, Rick DeLisi and Matthew Dixon, writing for the Harvard Business Review, present the case that a standard measure of customer service representative performance – Average Handle Time – is really a terrible way to measure an organization’s service performance.

Looking holistically at the tradeoffs of prioritizing analytics that measure how quickly an issue is “resolved,” they argue that using AHT as a measure of service performance is “a holdover from a time when service organizations focused on the speed, rather than the quality, of the interaction or the outcome. In today’s service world, companies need to hold reps accountable less for being fast and more for being right.”

At ArbiClaims we could not care less about the length of an interaction.  Our customer service philosophy focuses on making sure disputes are actually resolved and closed.  We work hard to make sure they are resolved quickly with processes and resources to empower people to manage their case, but we don’t bow out until we’ve exhausted all resources available to us to help a customer resolve their dispute.

Share your customer service philosophy with us, and maybe we’ll write an article about your organization!