What has changed?
You may have put in your current call center or service delivery model several years go. Since then, you’ve had 2 major acquisitions, entered several new markets, and your workforce demographics have aged and changed in geography. Have you truly reevaluated your service delivery model to see if it still fits?
This question is really much broader than the market survey to see what everyone else is doing. While that needs to happen on a continuous basis, it’s more important to make sure that the small changes that need to take place as your organization develops are being implemented. If not, you’ll end up having small or large pockets of employees where the service delivery is not effective. You may decide that this is ok, or that depending on the population affected you’ll let it slide. However, as time moves forward and the affected population grows, you’ll want to keep and eye on this and reevaluate.
As always, when evaluating those small areas where a few people use process and technology differently, figure out if these are real opportunities or simply outliers from the norm. If a global change is warranted, don’t forget the change management process to run concurrently with the implementation.
