Changing Lanes

Change.
Some things are permanent.
We hear several icons and inspirations resonate this fact.
Songs, Speeches, Movies - you get the point.
Too little of it stagnates the soul, too much rattles it.
But can this very word that elected Obama be just as ferocious and fatal to one's company?
We often hear how too many people complain about how routinary and boring their worklife has become.
The usual,  too long a queue, same pitch all over, same people, same sickening schedule, awake at nights, can't sleep in the mornings.

But the bigger repulsion to a change would be that of the MGMT's - no I'm not talking about this years Grammy nominee band - which is good by the way, you should check it out.
Whether be it a change in style, approach, or the revamp of the whole Management - change is always something employees dread.

A change in metrics sometimes as required by the Clients for BPOs spell a whole new level of agitation and lead to sometimes even mass resignation.

This is how I observed its done
*More than the change - how change is delivered should be 2nd priority if not the 1st.
A trending in a centers performance whether up or down may lead to gradual changes, if performance is up - chances of goal increased increase, if its down, chances of additional Key Performance Indicators result.

*Making sure all key persons are well calibrated - should any inconsistencies arise - it is important everyone is supported.

*Understanding the reason for change - Transparency is key here - Employees are smarter than what some employers may think otherwise prepare for a revolution.

*Encouraging the change - Even good leaders tend to be remiss on this - but that's what separates them from the great ones - Speaking the language most familiar better if they begin to practice the change themselves.

*Communicating directly to your employees let them know they are as vital to the company as much as the Big Wigs, thus, create trust.

*How to work with the change - Tools, support groups - anything to show that we are guided - and not expected to grows gills for  underwater breathing.




I don't read a lot of leadership books - so I may not be too sure if a company is managed well, but anyone can tell if its mismanaged - attrition speaks for itself'.

We leave not entirely because of the changes, too much and lack thereof.
Communication on these changes however, could spell a big difference.
So rather than fostering changing lanes - Lets leave that mindset that change is always good.

Posted in: CallCenter Issues,Deo