7 Steps to Aligning Call Center Change

Aligning Call Center Change
When you ask your Call Center Reps to change their behavior in order to deliver on your brand promise, increase revenue, and manage margins, be sure that you are fully aligning call center change to support any new behaviors and performance outcomes.

What Motivates Call Center Reps
Remember, not all Call Center Reps respond to monetary incentives and commissions the way that successful telesales people do. Inbound reps often cringe at words like “up-selling,” “promotion,” and “cross-selling” because these terms indicate to them a primary goal of pushing a product rather than helping a customer solve their most pressing problems.

7 Steps to Aligning Call Center Change
To ensure leaders are aligned with your desired new direction, make sure you update and align:

1. Objectives
   Call center performance objectives for all employees impacted by change.
2. Compensation
   Rewards, recognition and compensation plans for those impacted by the change and their leaders to help institutionalize new behaviors.
3. Job Profiles
   Job descriptions for any role involved in work that has changed.
4. Hiring Profiles
   Behavior-based competencies and skills for new hires to align with the new behaviors and changes.
5. On-Boarding
   New hire onboarding and orientation programs to match new job responsibilities.
6. Messaging
   Internal and external communications to highlight change success and the associated benefits and costs of change.
7. Development
   Call center training to regularly assess, practice, reinforce and measure the new skills, knowledge, and behaviors.

The Bottom Line
Contact centers must change with the company’s go-to-market strategy to stay relevant and perform at their peak.  If you seek to make changes to strategies, business practices, processes, structures, or people in your call center, follow these seven tips to ensure you are aligning call center change.

To learn more about high performing contact centers, download How To Get Serious About a Customer Centric Strategy and Culture

by Tristam Brown: CEO

Tristam Brown is an executive business consultant and organizational development expert with more than three decades of experience helping organizations accelerate performance, build high-impact teams, and turn strategy into execution. As CEO of LSA Global, he works with leaders to get and stay aligned™ through research-backed strategy, culture, and talent solutions that produce measurable, business-critical results. See full bio.