You are a regional director overseeing call centers for a he…
You are a regional director overseeing call centers for a health insurance company. At one center, the manager installed keystroke-logging software, requires agents to follow scripts word-for-word, and conducts surprise audits of recorded calls. The manager explains: “If you don’t watch them constantly, they’ll cut corners.” Over the past year, agents at this center have stopped offering suggestions during team meetings, avoid taking on complex cases, and do the minimum required to avoid disciplinary action. Which concept BEST explains this outcome?