Self-Service Success?

Many years ago, a client had recently deployed a self-service initiative that was hearlded as a great success. The project that I was working on was going to be held to that standard. I decided that I need to talk to a few CSRs at the client to understand what made that self-service initiative such as success in the eyes of management.

“A bonus of $2 per self-service article that each rep produces,” one CSR told me.

“How many articles?” I asked.

“I don’t know. I was doing 3-5 per day for the extra money,” said the CSR.

“How many do you do now?” I asked.

“None. Nobody does them anymore. They stopped paying us,” the CSR said.

Beware of what you pay for…