On June 11, 2016, Steven Weinstein broke an internal record at Zappos when he had a customer service call that lasted 10 hours and 43 minutes. On April 4, 2017, he was dethroned by Stephanie Van Hasselt with a new record of 10 hours and 51 minutes.
Imagine if the Zappos customer service team had a KPI for number of daily calls!
KPIs are counterproductive. Try building a culture instead.
KPIs promote wrong behaviour. They create mini silos within the organisation and reward people based on how well their silo has done. Culture on the other hand creates a common bond within the organisation. Overarching principles that the entire organisation lives by. Be it sales, marketing, delivery, customer support or finance. Be it, leaders or new graduates. Everyone is working toward the same goals.