Beware of Watermelon Metrics

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Sarah Morgan at Luceat Consulting explores the concept of Watermelon Metrics and why contact centres need to be mindful of the metrics they use. In this video Sarah explains:
  • What Is a Watermelon Metric
  • An Example of Watermelon Metrics

If you want to find out what else was discussed in this webinar, you should watch the replay Building a Productive and Efficient Contact Centre next

Video Transcript:

What Is a Watermelon Metric?

Watermelon metrics, which is where the outside, so the visible metrics and the KPIs, look like everything is green. When you get underneath the covers, actually things aren’t meeting the customer’s needs or the businesses need, so they’re actually red.

An Example of Watermelon Metrics

A headshot of Sarah Morgan

Sarah Morgan

It can be quite easy within the team to look at your metrics, your KPIs and ensure that they are green to make sure that it looks good. But when you dig underneath, you can see that actually there’s a lot of red there and there were a lot of issues for customers. So if you’re only measuring average handling time or you’re only measuring call wait time, it’s very easy to manage those metrics and to produce a green report. But are you really meeting the customer’s needs and the customer’s outcomes? No. So it’s it’s what I would call a watermelon metric at that point. This video was recorded when Sarah Morgan was a panellist on our 2022 webinar ‘Building a Productive and Efficient Contact Centre ‘ If you are looking for more great video insights from the experts, check these out these videos next:
Author: Sarah Morgan
Reviewed by: Robyn Coppell

Published On: 11th May 2022 - Last modified: 15th Nov 2023
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