So I promised her that we would take a deep dive into some of her challenges in my next few blogs. I know they are issues every call center manager faces at some time so I thought you would likely enjoy riding along.
But before we open up that conversation (and I am anxious to have that conversation as I think some of you could give her some very helpful advice), I’m going to give her one piece of advice. Advice that all of us need at some point in our career.
Sometimes you just have to take a step back and clear up the clutter before you can tackle the big stuff.
For example, when my husband and I married a couple years ago I moved into his home. Now he’s a collector of stuff. And he has lots of stuff. I wanted to make it OUR home which meant adding some of my stuff and my style to create a look and feel that represented both of us. But before I could even begin to imagine what that transformation would look like, we had to clean out some of the clutter. It wasn't easy, but once it was done the real work could start. And now we have a home we both love.
It is no different when you walk into a totally new call center. There is a lot of clutter to clear out. It’s not physical clutter like my home, but it is just as messy. Perhaps it’s too strict policies that are destroying morale. Maybe it’s the opposite with too lenient policies and people are wandering all over the place. Or could it be supervisors who are not getting along. Are your supervisors spending all their time taking supervisor calls and no time coaching? And the list goes on....
It’s the stuff that is keeping you from focusing on the real work.
You know in your heart what the real work is:
- It is creating an amazing customer experience
- It is developing an engaged workforce
- It is maximizing productivity
So would you take just a moment to help out our new call center manager? Please comment below with suggestions of places she could look for that clutter, that would incredibly helpful in her diagnostic effort. I gave a few examples above, but we all know there are so many more places that the messy stuff hides.