Integrating Key Processes and Practices in a Call Center

1. THE IMPORTANCE OF A
PARTNERSHIP APPROACH
IN CALL CENTERS
The Application of Integrative and Collaborative
Practices

2. WHAT SHOULD BE INTEGRATED?
• Key work processes that answer the question of “What
are We Doing”
• Key expectations on work outcomes
• Key strategic goals of the company
• Key measures and milestones
• Key factors that drive workplace culture

3. INTEGRATE BY FIRST ASKING “WHO, HOW,
WHAT”
• Who do you need to hire – for skills and cultural fit (recruiting)
• How do you evaluate applicants to determine if they have the required knowledge,
skills, and abilities (KSAs), as well as possess the (interviewing)
• How do you determine what are the required KSA’s based on desired outcomes (HR &
Operations)
• Who determines the measures and outcomes of the processes (Operations, HR,
Recruiting, Training)
• Who defines the strategic goals (executive leadership)
• What factors drive the desired workplace culture (Training, HR)
• Who develops the positive factors for the desired workplace culture (Recruiting,
Training, HR, Operations)

4. FUNCTIONS WHICH MUST BE INTEGRATED
AND COLLABORATE ON OUTCOMES
• Recruiting
• Interviewers
• On-Boarding/Human Resources
• Training
• Operations
• Senior Leadership

5. THE ‘WHY’ OF INTEGRATION AND
COLLABORATION

7. THE IMPORTANCE OF A WORKPLACE
CULTURE TO PRODUCTIVITY
• A workplace culture either strengthens or undermines your
business and the objectives it is trying to achieve
• Your culture attracts the right fit and talent when it is a strong, positive, clearly
defined and well-communicated culture
• Culture drives engagement and retention by creating an environment that either
strengthens or weakens employee engagement and retention
• Culture impacts workplace happiness and satisfaction
• Culture affects performance and can lead to your business outperforming
competitors and being successful

8. FACTORS THAT DRIVE CULTURE ALSO
DRIVE PRODUCTIVITY
Culture
Leadership
HR Practices
Work
Environment
Mission,
Vision,
Values
People
Communication

9. CALL CENTER FACTORS DRIVING
WORKPLACE CULTURE & PRODUCTIVITY
• Leadership – the way the leaders/managers communicate, interact with, and
manage employees; the organizational systems, procedures, structure, hierarchy,
controls, goals/objectives; how they make decisions, the extent to which they are
trusted; the degree to which they empower employees to make decisions and act
consistently
• HR & Workplace Practices – recruiting, selection, on-boarding, compensation,
benefits, rewards & recognition, training & development, performance management,
work/life balance, employment policies, dress code, code of conduct, internal
transfers & promotions

10. CALL CENTER FACTORS DRIVING
WORKPLACE CULTURE & PRODUCTIVITY
• Work Environment – objects, artifacts, and other physical signs in the workplace;
what people place on their desks, what the organization hangs on its walls, how it
allocates space and offices, what those offices look like (color, furniture) and how
common areas are used
• Mission, Vision, Values – the clarity of mission, vision and values and whether they
honestly reflect the beliefs and philosophies of the organization; how inspiring they
are to your employees; extent to which the mission, values, and values are stable,
widely communicated, and continuously emphasized

11. CALL CENTER FACTORS DRIVING
WORKPLACE CULTURE & PRODUCTIVITY
• Communications – the manner in which communication occurs in the workplace;
degree, type, and frequency of interaction and communication between leaders and
employees and managers and employees; extent of transparency in sharing
information and making decisions
• People – the people you hire – their personalities, beliefs, values, diverse skills and
experiences, and everyday behaviors; the types of interactions that occur between
employees (collaborative vs. confrontational, supportive vs. non-supportive, social
vs. task-oriented)

12. DRIVING TOWARD A PREFERRED
ORGANIZATIONAL MODEL
• Integration of Purpose, Objectives, Programs, and Practices
• Collaboration amongst key stakeholders working toward integrated practices

13. COLLABORATION

14. THE HR PROFESSIONAL DRIVES
COLLABORATION & INTEGRATION
“The key phrases are Collaboration and Integration. The
effective HR Professional must be able to collaborate with the
key stakeholders and work toward integrating multi-discipline
processes, programs and practices so that a unit or project
manager drives an integrated plan. It is at this point that HR
demonstrates and delivers on its most important purpose –
driving the business by driving the integration of processes.”
• Angie Arredondo in her article, “The Definition of the HR Consultant”
• https://www.linkedin.com/pulse/definition-hr-consultant-angie-arredondo

15. CALL CENTER LAUNCH TEAM SYNERGY
THROUG INTEGRATION & COLLABORATION

16. COLLABORATION EXAMPLE IN A LAUNCH –
TRANSITION FROM RECRUITING/HR TO
TRAINING TO PRODUCTION
• 30-60-90 Day
Actions
• Initial Class
Rosters
• On-boarding
Launch
• Orientation
• Training
• Nesting
Training • Production
• Coaching
• Performance
Assessment &
Development
Production

17. THE CRITICAL GAP IN MAXIMIZING HUMAN
POTENTIAL

18. MAXIMIZING HUMAN AND ORGANIZATIONAL
POTENTIAL THROUG COLLABORATION

19. INCREASED PRODUCTIVITY THROUGH
COLLABORATION

20. REFERENCES
• Developing the Desired Call Center Workplace Culture – Angie Arredondo & Arnold
Rodriguez
• https://www.linkedin.com/pulse/developing-desired-call-center-workplace-culture-arnold-
rodriguez?trk=mp-author-card
• Defining and Improving Work Processes in a Call Center Environment – Angie
Arredondo & Arnold Rodriguez
• https://www.linkedin.com/pulse/defining-improving-work-processes-call-center-how-drive-
rodriguez?trk=mp-author-card
• A Definition of the HR Consultant – Angie Arredondo
• https://www.linkedin.com/pulse/definition-hr-consultant-angie-arredondo
• 30-60-90 Day Rapid Growth Plan – Angie Arredondo & Arnold Rodriguez
• https://www.linkedin.com/pulse/30-60-90-day-rapid-growth-plan-call-centers-arnold-
rodriguez?trk=mp-author-card