Final answer:
Service representatives in call centers are often compensated based on average handling time, which influences how quickly they handle calls with a focus on operational efficiency. This metric is akin to a fixed ratio reinforcement schedule, similar to the one used for commission in sales roles, where quantity might be emphasized over quality.
Step-by-step explanation:
In most call centers, service representatives are often compensated based on meeting standards like average handling time, or how long they were on a call or interacted with a customer. This performance metric is crucial for businesses that aim to manage customer service efficiency and ensure that resources are utilized effectively. The average handling time is used as a parameter for evaluating employee performance and, in some cases, can directly influence compensation. Call centers often strive to strike a balance between efficiency and effectiveness of service, ensuring that while calls are handled promptly, quality support is also provided to the customer.
Just as the lunch-hour manager in Gavi's Fast Food Restaurant listened to feedback and found a solution by purchasing floor markings to reduce confusion, call center managers must assess and respond to their unique operational challenges. Similar to the commission model described for the eyeglass store employee who is rewarded by a fixed ratio reinforcement schedule, service representatives in call centers may be incentivized by certain time-based achievements, regardless of the call quality.
In both scenarios, understanding the nature and implications of the chosen reinforcement or compensation model is essential to promote desired outcomes, whether that's operational efficiency or increased quantities of sales.