Rashmi Lulla

Deepak, from what I see here the tenured analysts do understand the problem & trust the system & the managers because there is consistency upto 3 days. Check out for ‘stogies' that are criticizing or making fun of the new additions in the calls. Colleagues often use demotivation techniques in BPOs to overcome their own growth insecurity. Here, the tenured analysts are habituated to the old system & hence, are resistant to change. They are afraid about their performance after the change. This is a will issue. As Haresh has suggested a QC form, listening to calls & self analyze mode will help a lot. Let each one of them rate the call on the new QA form. Then give out the actual score for each part of the call. To improve cooperation & confidence each advisor could be given a scenario or statement & asked to prepare an empathy statement whilst modulating the voice. Follow it with part-by-part mockcalls with each advisor. A printout of their statements could be provided to take home & learn. Initial resistance will fade away once they get comfortable using soft skills on the actual calls. It will also help the advisors change the stagnancy in their mindset.

Give them knowledge. The resistance to accept or learn new things issue comes up when there is insecurity and the trust factor & rapport for some reason goes out of hand. Eg A manager announces on the production floor that henceforth frisking will be done for every person. The reasons are only known to the top level management & to a few favorites. The remaining advisors who weren't frisked before are going to react adversely. However, if the manager first informs the advisors that the company is going in for a certification to obtain better contracts. Hence, security measures are going to be enhanced & improved. Henceforth, frisking has been introduced and all the advisors who cooperative are helping the company achieve the certification. Through the grapevine put in positive thoughts. Keep updating the floor about the success of the changes made. Here, inform the analysts how the soft skills enhancement will benefit the company as well as to the analyst, the goal & simplicity of the process. Appreciate their cooperation even before you start making changes. Remind them of instances wherein they have been cooperative & successful before.