Change - What Contact Centre Managers Need to Know

By Deepak Selvaratnam, Customer Services Audit

All managers implement change and business transformation to bring about business improvement and to achieve their vision, however successful implementation can be challenging.

3 Keys to Successful Change Management:

1. Adopt an attitude of openness to change - change is a state of mind as much as it is a ‘doing thing’ so adopt an attitude of openness to change. In doing so you will be able to overcome some of the challenges that change brings but also be able to inspire and support those impacted by change.
2. Change needs to be managed so adopting a structured approach to managing change will ensure that the business objectives are achieved as well as the people needs have been managed through this process.
3. Constantly review current approaches and incorporate into the current approach learning’s from the past where possible. Review how changes are being managed and the impact on staff. Remember people are human.

How to identify and manage change successfully:

1. Start with the basics and start at home: make sure policy, process changes relating to the center are well communicated ensure the impact of these changes are well understood
2. Keep abreast of organizational changes impacting the contact centre – whether this be marketing, IT, other operational areas
3. Keep abreast of changes impacting the way your customers behave and communicate with the organisation
4. Keep abreast with changes in the environment
5. Review, take time to take stock.

On a personal note:
What’s changing in your life and what do you on a daily basis that gives you time for yourself – “my time”?

Snapshotz Online has a detailed checklist that will ensure you continue to identify and manage change in section covering business process, security and change management Snapshotz Online Section 1.3

Deepak is the co-developer of web-based audit tool Snapshotz Online. He has 16 of years experience working with contact centres around the world, specialising in auditing and benchmarking contact centres through the Snapshotz tool, which determines a contact centre's performance and provides a guide for continous improvement.