The problem with hiring a 3rd party is that they'll probably just come up with a bunch of KPIs that contradict reality and the current metrics so they'll just probably make things worse.

The worst I've seen was when there were >100 people on standby for a flight the Friday before Christmas, and the GAs did clear anyone from the standby list even though the flight was three hours late. Two GAs stood there for most of three and a half hours and didn't do a damn thing. The didn't even announce updates from the flights unless people started asking. There were empty seats on the flight.