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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We contacted LSA to help us with customized management development. LSA worked with me to identify a solution that would meet our exact needs. We decided to start at the top and ran the program for our executive team. It was such a great success that we hope to roll it out companywide. We look forward to a long-term partnership with LSA Global and their team of experts.

Barry L. Byrd, SPHR
Human Resources Manager

LSA helped change our entire culture around meetings, making them more effective and efficient, thus enabling us to concentrate on driving more business.

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VP of Human Resources

We engaged LSA to design and deliver a 6-month custom executive coaching program for a group of our key leaders. The focus of the program was to help a core group of senior leaders to leverage previous investments in management training, to ensure the engagement and retention of key employees, and to push critical strategic initiatives forward. Even with the high expectations of our senior people, LSA has completely exceeded our expectations. I would recommend them to anyone looking to create and implement a custom coaching methodology using proven tools to drive true change.

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Senior HR Manager - Staffing, Training, & Development

In my years working with LSA, it seems like I’ve had a personal consultant at my fingertips to help me identify just the right solution to satisfy our needs. The entire LSA team has become a trusted friend of Actel — assuring we provide state-of-the-art learning to meet our complex, high-tech business and people needs.

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Training Manager

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Associate Director

Roche

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Workforce Planning Bureau

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Director, Organizational Excellence & Development

Intuit

I’ve been associated with LSA for the last 8 years and have found them to be an extremely professional, well managed full service training organization. Since working with LSA, I’ve participated in a number of solutions ranging from Performance Management to Assertiveness Training – I’ve found that the quality of the resources is superior. They are well prepared and have definitely done a considerable amount of pre-work in order to customize our culture and business into the total learning experience – making it most beneficial for our employees.

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Human Resource Manager

PalmSource has found our relationship with LSA extremely beneficial. We worked closely with LSA to customize the right Management Training Program solution to meet our unique business needs. LSA is a quality organization, one that I’d recommend to any company looking for a first class training and consulting partner.

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Vice President of Human Resources

I highly recommend LSA Global to anyone who is looking to improve individual or organizational effectiveness through their top quality programs and broad range of expertise.

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VP of Human Resources

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HR Director

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VP Human Resources

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Vice President Human Resources

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