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Call Center Coach Tele-Forum February 16, 2005

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Call Center Coach Tele-Forum February 16, 2005

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    1. Call Center Coach Tele-Forum February 16, 2005 Sliding Up Hill… Tips on Managing Change Great Book Bridging the Boomer Xer Gap Karp, Fuller, and Sirias 2001 Davies Black PublishingGreat Book Bridging the Boomer Xer Gap Karp, Fuller, and Sirias 2001 Davies Black Publishing

    2. Why Change? Reactions to Change Steps to Managing Change

    3. Change is necessary in life to keep us… Moving Growing Interested “…Imagine life without change. It would be static...boring...dull.” MeMe

    4. Fact or Fiction? -Change is continuous -Everyone will be on board if you communicate expectations -Change will fail without structure -Change requires cold-hearted decisions

    5. Reactions To Change “Change is hard because people overestimate the value of what they have—and underestimate the value of what they may gain by giving that up.” -James Belasco and Ralph Stayer “Flight of the Buffalo”

    6. Reactions To Change Denial Confusion Loss Anger

    7. Handout MeMe

    8. Identifying Change Styles What Do They Look Like? Denial: The individual withdraws from normal conversations It appears they’ve “quit” but show up to perform task Confusion: Need expectations frequently explained Require ongoing information Don’t see the options available Scurry around in circles Talk Time in Seconds=180 After Call Work in Seconds=30 Calls per Half Hour=250 Service Level Objective in Seconds=20Talk Time in Seconds=180 After Call Work in Seconds=30 Calls per Half Hour=250 Service Level Objective in Seconds=20

    9. Identifying Change Styles What Do They Look Like? Loss Lacks anchor or identity Take it personally Don’t feel valued Anger Overt-like yelling, slamming drawers, stomping off Covert-sarcasm, back stabbing, sabotage Talk Time in Seconds=180 After Call Work in Seconds=30 Calls per Half Hour=250 Service Level Objective in Seconds=20Talk Time in Seconds=180 After Call Work in Seconds=30 Calls per Half Hour=250 Service Level Objective in Seconds=20

    10. MeMe

    11. Managing Change: Your Role Help others recognize the positive value of change Listen to individual fears Communicate and educate Find meaningful tasks that are similar but offer new skills Offer problem solving sessions Create a plan

    12. Success Formula: Define Objective Train People and Give Tools Communicate Expectations at All Levels (WIIFM) Reward Success MeMe

    13. Educate agents, managers and decision makersEducate agents, managers and decision makers

    14. Train People and Give Tools: Identify impacted groups up front Determine all necessary skills needed and provide classes Coordinate efforts with strategy Pilot application if possible Okay to fail in the beginning Measure shrinkage appropriatelyMeasure shrinkage appropriately

    15. Communicate Expectations Identify everyone who is impacted, and how There is never too much communication Say when you don’t know the answer Focus on the 60% of employees who will buy in. Measure shrinkage appropriatelyMeasure shrinkage appropriately

    16. Reward Success Involve staff in decisions and get input Recognize small wins Include individuals and teams in awards

    17. Personal Strategy Planner GIVENS: The major things I need to ACCEPT as “givens” now… HELP: The best things I can do to help myself now are… CHECK: The main things I need to stop doing now are… SUPPORT: The support that I need is…. Talk Time in Seconds=180 After Call Work in Seconds=30 Calls per Half Hour=250 Service Level Objective in Seconds=20Talk Time in Seconds=180 After Call Work in Seconds=30 Calls per Half Hour=250 Service Level Objective in Seconds=20

    18. Questions and Comments To contact Anne Nickerson: www.CallCenterCoach.com anne@CallCenterCoach.com 1-888-860-2622

    19. Call Center Coach, LLC is dedicated to providing call center managers and leaders with comprehensive developmental resources: Professional Telephone Coaching Business On-Site Audit Leadership Development and Mastery Program Telephone Talk Show Call Center Insider Newsletter

    20. Not by the Seat of My Pants: Leadership Lessons for the New Call Center Supervisor To order: Phone: 888-860-2622 Fax: (860) 871-0334 Mail: Call Center Coach, LLC 76 Kibbe Road, Suite 200 Ellington, CT 06029 E-Mail: holly@callcentercoach.com

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