Pros
At Sunlife GB_CCC, things were excellent before the new director arrived, but it's likely that since then, everything has changed, and we're no longer motivated because of the KPIs and statistics she created, such as the Impossible Mission Force.
Cons
Due to the KPI adjustment, several CCRs are now receiving low scores, and some staff have not met their criteria. For my part, I no longer wish to stay there. Even though I don't see myself working there, I am incredibly appreciative of the firm. If the metrics are changed back to how they were before the changes, it won't even make a difference because many of the people who were already impacted or who failed the statistics while enrolled in the IMF program will receive a low score in the year-to-date evaluation, and some of them won't be promoted as a result of the KPI failure. They no longer consider the CCR and are only focused on customers rather than even taking into account our perspective as employees. The only person who can determine your CSAT, FCR, and Resolution is your customer. Naturally, I will lose motivation to work as an employee if I receive a low score.