Question $25$

Josh, the HR manager at FastTrack Software, is considering which performance measurement approach to use for their customer support team. He needs to decide between focusing on the behaviors employees exhibit when dealing with customers or the measurable outcomes of customer interactions.

Which approach should Josh choose if he wants to focus on how customer support representatives handle calls rather than the number of calls handled?

Setting targets for the number of calls handled per day and customer satisfaction ratings

Implementing a Balanced Scorecard that includes financial and customer service metrics.

Measuring the average call duration as a metric for performance evaluation.

Focusing on the total sales generated by representatives during customer interactions.

Using Behaviorally Anchored Rating Scales $($BARS$)$ to assess how representatives manage calls based on specific behaviors outlined in critical incidents.