change-management-strategies-for-call-center
change-management-strategies-for-call-center

Tips for Managing Change [Successfully] in the Contact Center

Effective call center operations require change management strategies. While 70% of these initiatives may fail, essential success strategies can enormously boost the odds of success. Here is how to get employees to accept and even welcome change and optimize your call center. 

Tips for Managing Change [Successfully] in the Contact Center

Effective call center operations require change management strategies. While 70% of these initiatives may fail, essential success strategies can enormously boost the odds of success. Here is how to get employees to accept and even welcome change and optimize your call center.

The Biggest Enemy of Change: Resistance

Many employees resist change out of fear. Top reasons employees become resistant to change include:

  • Employees may be comfortable with their current circumstances and not want to change them.
  • They may be afraid that changes will lead to loss of their jobs.
  • They may have experienced failed change management initiatives in the past and are skeptical, thinking current efforts will also end in failure.
  • Unable to see and celebrate clear milestones along the way, staff become mired in thoughts that the plan isn’t working and experience “change fatigue.”

Far from being cheerleaders for change management, people who don’t buy in may quietly become influential detractors and spread their convictions to coworkers. Resistance like this will stall the change process, eventually stopping it dead in its tracks.

The “B” Word

For a change management initiative to succeed, company-wide buy-in must be cultivated. This buy-in must be maintained at every step of the process. It’s important to note that buy-in is earned. But remember, buy-in can be fleeting. Buy-in is based on a relationship of trust. Trust must be earned, too.

How Do You Earn Trust?

To earn trust you must have a solid plan of attack that includes clear communication, empathy, inclusion and intelligence. Be realistic around setbacks and victories. Be transparent throughout the process and respect your team.

Gaining buy-in through building trust doesn’t mean you are asking permission to effect these changes. It simply means you’re being transparent as possible about your solid plan and the reasons behind it.

10 Steps to Manage Change for Contact Center Improvement

  1. IDENTIFY reasons for a large-scale change.
  2. BUILD a roadmap and timeline with clear milestones and owners.
  3. COMMUNICATE the change management initiative and the reasons behind it to the entire company.
  4. CELEBRATE milestones to renew enthusiasm and keep fatigue at bay.
  5. NURTURE buy-in. Buy-in does not last forever if not nurtured regularly.
  6. ADMIT setbacks to the company and learn from them.
  7. INVITE feedback from everyone.
  8. MONITOR the process with data gathering.
  9. CHANGE the change if you need to. Have a team ready for this.
  10. CONTINUE to monitor and evaluate metrics and workforce feedback even after the initiative is complete.

A company that successfully navigates its change management emerges engaged, rejuvenated, and enthusiastic. Employees stick around and produce quality work.

Everyone Can Relate to Change

If planned intelligently and communicated properly, most people can handle change. After all, change is one of the few constants in our lives. We expect it. It’s not so much the change itself that necessarily leads to the pain points that derail a change management initiative. It’s the buildup of fear and frustration.

By engaging people in the humble and human ways, resistance can be mitigated. Latent human potential can be manifested into support. You will create champions for your change.

Optimize Your Call Center: More Help

Ready to become a part of the 30% who successfully navigate change management? As contact center experts, we specialize in configuring customized strategies to improve call center operations. We see these challenges daily and understand this isn’t a one-size-fits-all solution. Insite helps clients like you win within their operations every day. If your contact center operation needs a hand, or if you’re looking to leave it to the experts, contact us today.

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