I’m in the middle of the “hard” part of starting a contact center.  I am delving deep into departments and divisions, talking about processes and service requests and what questions they ask and how long it takes them to complete tasks.  It is the kind of thing that makes everyone, including me, stop and think.  It is a good time to ask, “Is this the best way to do this?  Why do we do it this way?  Why does this request go first here and then here?”

Doing this part of the process is a true test of the organization’s commitment to change.  People don’t like for you to examine what they do and how they do it.  They don’t like the idea that you are going to handle their calls – that they have to give up control.

In order to be successful, you must have the backing of all levels of the organization.  You must also be persistent but also recognize that this is difficult for people and that they will test you, resist you and avoid you. 

It may require that you meet with them many times to gain their trust, explain the process and this is key – explain that they are the customer, that they are in charge of what you say and do and that they are the experts.  Then, everything you do must back up what you are saying.

These meetings may be painful for people used to being in the field or in the office but troubleshooting what is happening in the field.  In many instances, the meetings last for several hours and multiple meetings may need to be held if there are many service requests that they handle. 

Who attends these meetings is also important.  The head of a department or division may need to be involved but often, it is an operations manager or a second in command or even a field supervisor that must also be there, as they really know what the answers are.  Be wary of any answer that begins with “I think they probably….”.

In the end, the goal is to find out what departments do and what questions they need asked in order to do those jobs efficiently.  The goal of 311, at least in my opinion, is to make the job of departments easier and to always remember, that when we answer the phone or handle an email, that we are Public Works or Parks or Codes.  Our ultimate job is to assist our customers, both internal (departments) and external (residents).  We must understand our internal customers so we can provide great service to our external customers.