Culture is the sum of values, virtues, political environment and behavioral norms. In short, is it the “way we do things around here.” But how do you know if this is working for you? Does your culture have the capacity for change? Research shows that without a positive culture, projects will fail; organizations end up spending far than the original cost just to retrofit new technology and methods to their existing culture. Understanding the culture—especially the human factors—is critical to your success. ICMI can help you gain an accurate understanding of your current employee culture and take steps to improve it. We can assess whether your center’s culture is more accepting or resistant to change. Let ICMI help you establish an employee culture that fosters higher retention, productivity and performance.
SOLUTION DETAILS
- ICMI consultants conduct fact-finding interviews with senior business and contact center management to gain a complete understanding of current and desired employee culture.
- ICMI assesses and analyzes the impact of human resource processes and policies for orientation, salary and benefits.
- In addition to interviews, we gather additional data and other materials from important stakeholders to develop the assessment using the ICMI Data Collection Matrix.
- ICMI analyzes quality assurance, coaching and key performance indicators (KPIs) to determine their role in shaping the employee culture.
- We evaluate whether current hiring and scheduling practices are giving you the right mix of employees for the identified desired contact center culture.
- Based on our findings, we analyze whether your current Center’s culture support requirements for business flexibility, agility and performance achievement.
- ICMI creates and executes an exclusive online survey to gain an unbiased perspective on the employee culture, including indications of its tolerance for change.
- We document our conclusions and recommendations, providing you with an in-depth report and interactive presentation.
- Through onsite discovery sessions with both front-line managers and supervisors, we assess leadership, training and strategy to determine how they impact employee culture.
- ICMI consultants deliver the assessment of the DISC behavioral model to enable better understanding of the types of employees in the contact center. During the engagement, team members will complete a DISC profile to identify his/her behavioral style; individual behavioral styles impact center culture.
- ICMI assesses the level of tolerance or resistance to change. We enable you to understand the human factors that can lead to pockets of resistance, so that your organization can improve buy-in and enjoy greater success with change management.
- ICMI consultants guide organizations to implement best practices and take steps to build and sustain a positive employee culture that is receptive to change.
SOLUTION VALUE
ICMI’s assessment and leading practices consulting will enable you to recognize the positive steps needed to move your contact center’s current employee culture to the next level.
- Through interviews, data analysis and surveying, our assessment gives you a clear, objective read on employee culture as seen from all key stakeholders’ perspectives.
- ICMI’s experience in analyzing employees’ capacity for change will help you avoid costly failures in change management and new technology introductions that often occur when human factors are not adequately addressed.
- We give you fresh insight into whether current procedures for quality assurance and monitoring are having a positive or negative impact on employee culture.
- ICMI enables you to reinvigorate your employee culture, leading to more satisfied customers, better engaged agents and greater confidence from business leaders in the contact center’s strategic value.
- ICMI helps you adjust hiring and training practices to ensure that you have the right people in place and are giving them the opportunity to thrive.
- Through the DISC process, you will better understand your workforce.
- ICMI will also indentify additional processes and policies that may be leading to a less then desirable culture within your center.
