The Peter Principle

in the call center arena

Wikipedia says:

The Peter Principle is a proposition that states that the members of an organization where promotion is based on achievement, success and merit will eventually be promoted beyond their level of ability. The principle is commonly phrased, "Employees tend to rise to their level of incompetence." In more formal parlance, the effect could be stated as: employees tend to be given more authority until they cannot continue to work competently.

Reasons why organizations succumb to this principle

1. Lack of monitoring tool to assess its staff

2. No time for employee evaluation

3. Shotgun promotions

4. Immediate replacement to a vacant post.

5. Lack of a very good job description

6. Lack of a parallel career path

7. A handshake that says it all

STOP and refrain from promoting a worker until he or she shows the skills and work habits needed to succeed at the next higher job