Their challenge
An already great team wanted to build on their culture of high performance through a strong connection to purpose, creating clarity on roles and responsibilities and a shared accountability for the customer experience.
The leadership team needed a robust way to plan and deliver change in a busy contact centre that is always under pressure to perform and adopt change successfully.
90 Day Planning Wall
They had over 30 projects in flight at any time across the organisation and they all impact the contact centre so we helped them solve a problem around communicating and adopting change so Team Leaders knew exactly what role to play in delivering change successfully.
What they did
Change - They needed a way to capture the right information about each project and communicate it to leaders so they could effectively support the change with their people. We set up a visualisation board in MS Teams that can be seen by any member of the team and has all the information they need to understand the change and how it impacts them, leading to higher engagement and successful change adoption.
Role clarity - We then reviewed each role in the contact centre and ran several workshops to ensure everyone performing the roles had clarity on the responsibilities they needed to perform in order to align with the purpose and surfaced the blockers to high performance so they could fix them.
Purpose & DNA - to support the purpose we helped the team identify their DNA, the characteristics that define how the team will ‘be’ with each other and with members.
Strategic Planning - We worked with the leadership team to create a planning process aligned to their strategic objectives to plan the work in 90-day cycles, this included creating a prioritisation process to identify the right work and an operating rhythm to keep the work on track.
Change Roadmap - a way to visualise change that uncovers the phases of change and where the service teams need to provide input and where they need support. It also shows the bottlenecks as change is being delivered so the team can reprioritise and improve change acceptance.
24% increase in Engagement
After just 6 months the team achieved these outstanding engagement results that they can link back to the actions they took.
What they achieved?
The team align around their purpose by creating uncovering their DNA – these are the characteristics the team will be known for, their value proposition both within the organisation and with their members. The DNA is part of their daily conversations, they use it to call out good and bad behaviours they see, reward and to measure performance.
Implemented shared KRA’s for the first time to foster a culture of collaboration and accountability for the member experience.
A new team meeting format called ‘Lean Coffee’ that has improved participation, collaboration and problem solving.
Identified and prioritised their top 10-member pain points that were causing unnecessary interactions into their contact centre and began to fix them.
Improved their email channel by reducing the amount of time it takes to allocate emails each day, increasing their productivity by 2 hours per person.
Fostering a culture of continuous learning using the retrospectives, a simple way for teams to reflect and identify improvement opportunities. They used Retro’s to improve their onboarding, coaching, quality monitoring processes.
Set up a remote office in MS Teams so the team can collaborate and stay connected when working remotely.
They now have an effective strategic planning and delivery rhythm so they can prioritise the initiatives they need to help them achieve their purpose.