How Best to Communicate Change in the Complex World of Call Centers

Use the following change management implementation checklist for your organization according to the article's author:

1) Anticipate those that might resist the change and the reasons for it by putting yourself in their shoes.

2) Demonstrate how the change is advantageous over previous ways of working.

3) Don’t make the audience out to be wrong or stupid.


4) Tell the audience how and when they will benefit from the change.

5) Show that the change is directly related to the strategic direction being taken by the company and is in response to customer need or preference.

6) Discuss how the change will be altered if it doesn’t work.

7) Choose which communication channel to use. Will the change be communicated at a meeting, via e-mail, on the notice-board, or in a newsletter?

8)Encourage feedback. People tend to be naturally creative and feedback is likely to generate small – and sometimes large – improvements to the original change.

9) Consider having a sheet of frequently asked questions (FAQs) which demonstrates that people’s questions have been considered. Alternatively, consider putting together a pictorial illustration of the change and how it will take effect.


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