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6 Crucial Change Management Strategies for Implementing BPO: Are You Future-Ready?

Here is a full-proof mantra for success – change! Yes, change is the only constant thing in the world that guarantees success. Look around and see how quickly we outgrow technology and how our money...

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Here is a full-proof mantra for success – change!

Yes, change is the only constant thing in the world that guarantees success. Look around and see how quickly we outgrow technology and how our money habits change. Well, rules and regulations are not far behind. Within the blink of an eye, you have a new bill that has the potential to change the course of the stock market and the economy for good. Instead of resisting change, business owners must embrace it, especially in management strategies, and leverage it to drive growth and profitability.

According to Gartner, only 34% of the organizational changes are successful even though at least 75% of the businesses initiate organizational changes. Why? While the intent behind implementing significant changes might be good, most management strategies fall short due to poor organization. From planning to execution, without expert involvement, none of the efforts will yield desirable results.

As BPOs have to balance internal needs with that of the businesses that rely on their services, introducing new and effective management strategies is thus crucial. The first step in the right direction would be to first understand what change management means.

What is Change Management?

Organizational change management is the process of leveraging new ideas and opportunities in order to streamline operations or resolve a nagging issue. It typically includes three distinct phases: preparation, implementation, and follow-through.

Change management refers to the actions in which a business introduces significant changes to its major operational functions. This could include its new leadership in control of the company or within departments, technology infrastructure, or internal processes. Hiring new employees, merging or separating departments, and changes in the production process also form part of organizational change.

It’s perhaps useful to think of change as a spectrum. On one end, you have adaptive changes that are modest in nature and speak to small tweaks or minor modifications and adjustments. On the other, there are transformative changes that often involve large-scale transformations, like rebranding an organization entirely. However, many changes will fall somewhere between adaptive and transformational on the spectrum. This means managers must tailor their approach for each unique situation that arises.

Sometimes called the soft side of change, managing the people side of a change is often the most challenging and critical component of an organizational transformation. Why? The degree to which each individual changes his/her behaviors (and adopts new processes) plays a significant role in determining how successful and effective organizational change is.

The goal of change management is to ensure that the time and resources are optimized to increase profits. If not implemented in a strategic manner, these changes can be expensive. However, with some planning and a structured approach, organizations can easily implement these changes.

6 Crucial Change Management Strategies for Implementing BPO

management strategies

Moving out of the comfort zone is difficult for everyone but necessary for growth. Management must accept that it is difficult to change long-standing habits. Any change management strategy should thus be inclusive. Managers must have a clear vision and should be able to communicate the same to their teams.

There are two important aspects that facilitate this transition – the technical side overseen by the project management discipline, and the people side which is looked after by the change management discipline.

Here are 6 crucial change management strategies for BPOs:

Have a “People First” Approach

Here’s the thing: Organizations don’t change, people do. It is the collective impact of individual change that brings about successful organizational change. If individuals don’t make changes to their day-to-day work, an organizational transformation effort will not deliver results. People are at the heart of these changes and BPOs need to understand that organization-wide change only occurs when you secure the buy-in of Andy, Berryl, Carlito, and Dharmesh who are motivated to do their jobs differently.

The Prosci methodology is a framework for managing the people side of change and is one of the most widely used approaches to change management in the world. And although this process takes in a range of processes, today it comprises three main components:

  • PCT Model – a simple but powerful framework for establishing and connecting the most important aspects of any successful change effort
  • ADKAR Model – a highly effective model for guiding individuals through the experiences—or elements—needed to effect change
  • Prosci 3-Phase Process – a structured, flexible framework for driving change at the organizational level

Communicate The Change Effectively

What are the reasons for the change? Who will be the key players involved? What role are we expected to play? When will the change happen? Humans are hardwired to resist change. Our brains see change as a threat. That said, people can change when they understand why change is necessary and how the business—and its employees, customers, and constituencies—will be affected. Individuals need to be assured that the impending change is both good for them and the company overall.

When communicating change, you should focus on increasing motivation by adopting an inclusive and transparent approach. A crucially important first step is to share a vision of how the organization and all its stakeholders can benefit from the transition. Then, create a roadmap that clearly articulates and measures success (be sure to celebrate small victories along the way).

Most people are not afraid of the change itself but the uncertainty around it. Instead of sending emails or abruptly declaring that management will make some changes, explain to your employees why the organization needs to change one or more of its major components. Employees will feel included and empowered and be more likely to align their goals with that of the organization. You must also share information regarding when these changes will be introduced. Will everything happen at once or will change be implemented in a series of steps.

Once the ‘why’ and the ‘when’ have been addressed, it’s time to talk about the ‘who.’ Every transition becomes easier when it is guided. Introduce your employees to the person responsible for guiding them through this transition. And, remember, communication is a two-way street. Hold regular discussions and encourage employee feedback. Keep the floor open for questions.

Make the Change Exciting

Implementing change management strategies should not be mechanical. For things to work, it’s important that everyone feels connected, especially in a BPO. Everyone in your organization has a crucial role to play, so make them feel part of the process. Let them know their contributions are valued and can have an impact on organizational growth. Help them align their aspirations with the vision of the organization.

During the pandemic, the traditional working model went through a complete transformation. Thanks to remote working, most organizations now have distributed teams. Some organizations find it challenging to make changes with a distributed team but it is a blessing in disguise. Your distributed team brings diverse ideas. By inviting them to share their opinions, and incorporating their suggestions, you will make them feel important and would be able to build a truly global team.

Formulate a Clear Roadmap and Stick to it

Good intentions and a positive attitude do not produce results unless they are supported by a strong plan. Once you have a clear vision and your goals are in place, map out how you will achieve them. Yes, following a plan 100% is a rare phenomenon but the probability of achieving success with no plan is 0.

Before you share ideas with your employees, make sure that you have a plan. It does not have to be an elaborate one. In fact, the failure rate of extensive plans is higher. Instead of making the upcoming changes seem daunting and getting everyone on board, start with smaller goals and set manageable timelines.

An organization works like a well-oiled machine when every part of it is aware of its role. Setting smaller, manageable goals and timelines will allow teams and individuals to complete tasks with little or no oversight and enable them to see the bigger picture.

Another important consideration: stick to the plan. A slight deviation from the original blueprint is fine but taking a 180-degree turn not only leads to delays but will also drive down morale.

Identify and Address Change Resistance

There are all types of employees in an organization. While most of them will accept change, some will still feel negative about anything new. Despite clear communication and your best efforts, you may not be able to get everyone on board. In some cases, this resistance presents itself as office gossip when those who are not ready to embrace change start spreading rumors. This negativity can spur skepticism. It is important to identify the origin of such rumors and weed them out.

Resistance is not always vocal, though. Some employees resist chance passively and this can be reflected in the way some carry out their daily functions. They might procrastinate, miss deadlines, or not perform at desired levels. Some employees, on the other hand, can be very aggressive in their approach. They may stop complying or refuse to do the work outright.

For every BPO, it is crucial to identify which team members are resisting or are opposing change. Implementing a systematic feedback system can help you in dealing with the issues. This will allow you to keep a check on how the team members are performing and enable you to foresee what needs to be done to remedy the situation.

Don’t Rush and Force The Change

Change is difficult for everyone. Whether you are a leader or a team member, it will take everyone some time to get used to the new normal. Rushing the process of forcing the employees will be counterproductive.

Sometimes called the soft side of change, managing the people side of a change is often the most challenging and critical component of an organizational transformation. Why? The degree to which each individual changes his/her behaviors (and adopts new processes) plays a significant role in determining how successful and effective organizational change is.

Once you have communicated your goals to your teams, and assigned the tasks and goals, give them some space. As a leader, be there to support your team but do not pressure them.

Business Process Outsourcing Services for Change Management

With business processing services, the landscape of businesses has changed. Now, with limited expenditure on human resources and infrastructure, businesses can plan expansion, introduce structural change, and accomplish other goals. BPOs play a catalytic role in scaling the profits of a company.

Change management is a difficult but crucial part of the growth process of every business. With most companies choosing to operate remotely, these service providers act as a link between organizations and their global talent. When your team is spread across the globe, implementing change management strategies becomes a mammoth task. By outsourcing this responsibility to a BPO, organizations can better focus on their core business.

A Modern Approach to Outsourcing and Effective Change Management

Implementing change management is the right step forward towards scaling your business. Irrespective of the industry, if you want your company to grow and stay ahead of your competition, it is crucial to implement sometimes painful but necessary changes.

Change management, in most cases, is a costly affair. If not managed properly, it can even lead to losses. While implementing change management strategies has always been a difficult task, it has become more difficult as most organizations are working remotely.

Helpware is a digitally enabled services outsourcer focused on serving high growth, new economy, market-disrupting companies to grow their brands. From onboarding to recruiting, to training, to production, to continuous improvement, to growth, everything is customized to you and your business.

People are the heart of what we do at Helpware, and our clear and committed focus on people as a service model along with our modern approach to outsourcing has led to our market-leading position in BPO. Schedule a Helpware demo today, and together, let us change perceptions of what outsourcing is and what it can be.

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