Change within an organisation can create tension, whether that is through new management, technology or changes in the economy. Employees are usually apprehensive towards anything ‘different’ assuming that it will be negative. When working within the call centre industry it’s imperative that you continue to change and grow in order to remain current.
There are certain aspects which will make these changes easier, the first of which being communication. Updating staff with what’s going on gives them the feeling of involvement. Management should bring the team together, explaining what the situation is, what will be changing and what is expected of the staff. Doing this as a centre wide brief will reduce the amount of ‘Chinese whispers’. Relaying the message that we are all in this together creates a sense of community. Spoken word is always good, but to send out paper copies gives clarification to everyone involved in the development.
Secondly, engagement, keeping everyone focused is key to making it a smooth process. No matter how good your call centre is there will always be room for change and improvement. Staff need to see the bigger picture and have a flexible attitude to work. Attempting to improve engagement won’t be successful without the management taking responsibility to help people focus. Change is inevitable and the secret of making it effective is through development and growth.
