7 Steps to Aligning Call Center Change

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 desired changes in behavior and performance.

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 product rather than helping a customer solve their most pressing problems.

7 Steps to Aligning Call Center Change
To ensure leaders are aligning call center change 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. Onboarding.  New hire onboarding and orientation programs to match new job responsibilities.
  6. Messaging.  Internal and external communications to highlight change success and the associated costs and benefits 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 its peak.  If you seek to make changes to strategies, 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

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