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Essential Deployment Considerations When Moving to a Cloud Call Center – Part 2: Change Management

September 23, 2013 / Rich Fox

As we discussed in last week’s post, there are many things to consider when moving from a premise-based call center to a cloud call center. Once you’ve made the decision and it is time to deploy the cloud call center, there is a specific set of key considerations. In last week’s blog entry, we looked at Call Quality. This week, I am focusing on Change Management.

The most important thing to remember in regards to change management is: COMMUNICATE! COMMUNICATE! COMMUNICATE!

In fact, OVER-communicate: Why are we making this change? What are the benefits? How does this change our operations? How does this align with our values and our organizational goals?

Communicate in several different ways: in team meetings, in town halls, via email, hang up posters in the lunchroom, talk it up among your teams informally, etc.

Don’t forget that we all see these changes through our own lenses, and we all listen to our favorite radio station, WIIFM (WHAT’S IN IT FOR ME?)

A few naysayers who don’t understand the goals or perceive things in a negative way can quickly torpedo your team’s morale and create a toxic climate. Know who your influencers are, who others listen to, who they respect, and who are the loudmouths.

ALWAYS, ALWAYS, ALWAYS pay close attention to the administrative assistants, the receptionists, key agents, the operators – they are often the lifeblood of the organization and if you take care of them, the others will follow suit. You know who I’m talking about in your organization, don’t ya?

The good news is that a cloud call center gives you complete transparency of the customer experience and your agent’s performance. The bad news is that you now have complete transparency of your agent’s performance…and they don’t like it. This is a key component to address in regards to change management.

I suggest that you share the data and insights you gain from your cloud call center with your team – let them see how they are performing and how they perform against the rest of their team. Help them understand the calculations, your expectations and why you are focusing on those KPIs. They might try to poke holes in the data, but, after they get over the initial disbelief, they will accept the new insights and performance expectations that comes along with the new technology.

Most importantly, be sure to REALLY understand the data before you react. Establish new baselines and introduce new metrics or performance expectations in a slow and very conscientious manner to avoid a mutiny.

Don’t forget to check back here next week, when I will cover Training.

Categories: Contact Center
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