1. The Peter Principle
in the call center arena

2. 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.

3. Reasons why organizations
succumb to this principle

4. 1. Lack of monitoring tool to
assess its staff

5. 2. No time for employee
evaluation

6. 3. Shotgun promotions

7. 4. Immediate replacement
to a vacant post.

8. 5. Lack of a very good job
description

9. 6. Lack of a parallel career path

10. 7. A handshake
that says it all

11. 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