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2010 Benchmarks in Call
Center Operations now available!
Click here to learn more.
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The Call Center Model:
Module 8 of 8
Call Center Model Tutorial Series |
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The final
module, Module 8, will address the project
planning and change management needed to
make the most of your contact centers. Each
component comes from
Centerserve's Planning and Design eToolkit.
The Call Center Model acts as a basis for
ensuring cost effective, strategically
aligned, world-class customer service.
Click here
to reexamine
Module 1,
Module 2,
Module 3,
Module 4,
Module 5,
Module 6
and
Module 7. |
Planning for Transitions and Managing
Changes
in Your Call Center
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In the past 7 weeks we extensively covered
The Call Center Model from Centerserve's
Planning and Design eToolkit.
No matter how well you
plan and manage your contact center
implementation, the resulting change will
create stress and resistance in the
organization. Change management works in
conjunction with your project plan for
optimal results. |
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Transitions using a
well-designed
change management
program will:
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Phases of a change management
project |
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The figure
below illustrates the
two dimensions of change management.
On the vertical axis you see the normal
stages of the project implementation,
beginning with the identified business needs
and ending with post-implementation. This is
the normal view of change from the
perspective of business managers. On the
horizontal axis you have the change from the
perspective of the employees, beginning with
the awareness of why the change is happening to
reinforcement for the change once it's in place.
Successful change occurs when both the
business and employee dimensions of change
are well managed.
Change
management techniques are the tools for
enabling effective transitions from the
perspective of the
employees impacted by the change.
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Critical success factors in change
management |
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Because change is a basic fact
of life for contact centers, you want to
create an environment that accepts change
rather than resists it. Some centers even
thrive during change. |
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Choose forward thinking leaders who
recognize the ongoing need for change and
can relate it to others.
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Create a change management team to
oversee transition planning and change
management. This team should be lead by an
experienced and focused change advocate.
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Train the change management team and
provide them with the necessary resources to
manage change. For more information on
training the change team, visit:
http://www.change-management.com/change-management-training.htm
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Use additional resources – outside
experts, change management tools and books –
to understand this unique and challenging
business area.
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The
Project Plan
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Steps to
creating a Project Plan
Whether
it is on paper or in a sophisticated
software package, the steps involved in
developing a project plan are the same and
should be completed in sequence. The
project plan is a living document and will
change over the life of the project (e.g.,
new tasks will be added, timelines will
change, resources will be added).
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Maintaining the Project Plan |
As
the project progresses:
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conduct weekly status
meetings to review progress
and issues
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distribute project plan
updates to all team leaders
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maintain an ‘issues list’
and review progress weekly
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define critical path events
and focus the team on issues
if the schedule is in
jeopardy
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Role of the project manager |
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The project manager needs to be the team’s
cheerleader and
problem solver. Duties include:
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defining scope and objectives
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identifying milestones
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creating and maintaining the
project plan
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tracking action items, issues
and completed activities
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organizing resources
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motivating staff
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tracking and controlling costs
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resolving issues between
project team members
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Advantages of having a
Project Plan |
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A well-designed and maintained
project plan helps you:
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track
all activities, dates,
resources, and dependencies
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clarify
expectations
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communicate
the same timeline to all
project personnel
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inform
upper management and other
departments of project
progress
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Don't reinvent the wheel when it
comes to project planning. Centerserve has
already created a tried and true Master
Planning Guide and The Project Roadmap.
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The Master Planning Guide will get
you started quickly, serve as the basis of
your brainstorming, provide the foundation of
your Project Plan and be your master
checklist.
The Project Roadmap assists you in
identifying the critical topics in setting
up a call center and mapping out the sequencing
of activities such as processes, technology
and human resources.
See our
Planning and Design
website for more information on the The
Master Planning Guide and The Project
Roadmap. |
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In conclusion... Remember,
no matter how well you plan and manage
changes in your call center, change causes
stress and resistance. With a strong
assessment of where changes are needed the
most and proper planning based on the
components of the Call Center Model, you are
on your way to a healthier call center |
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Related Resources
Call Center Measurement eToolkit
- Centerserve's Call Center Measurement eToolkit is an indispensable tool that will teach
you how to assess and improve the performance of your call center. By providing common
definitions of terms and a complete overview of performance measures for contact centers,
the eToolkit will promote your understanding of the functions and procedures that will
enhance your call center performance and boost its efficiency.
Call Center Planning and Design eToolkit - A comprehensive guide to call
center strategy, planning and design; an
excellent resource for new contact center
start-ups, existing call center improvement and
future planning with detailed templates and
planning roadmaps.
Other Call Center Management Resources
Bookstore
Tutorials
Benchmarking
Measurement
Strategy and planning
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2010 Benchmarks in Call
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