Planning for Technology Implementation

Questions to Get Started

Asking the right questions will help guide your planning process. Here are some to consider, with your staff, as you choose a system and a vendor and prepare your call center for the transition.

• What needs to change? What benefits do you hope to see from a new system?
• How do you want a potential new system to improve on the current system?
• Are other call centers using this system? What do they see as the pros and cons, and what are their lessons learned?
• What will the vendor do to facilitate training? Will prototype workstations be available so that telecommunicators will be able to use the system before going live?
• What are common mistakes or problems with this new technology?
• What is your center's protocol for handling technology mistakes?
• Does the center have a policy in place that clearly outlines the protocol to be used in the event of a system failure?

After answering these bigger picture questions, you can begin detailed planning.

A Phased Process

Adopting new technology is a process with distinct phases. The most important part is the planning phase. If you think ahead, anticipate problems, and get people and resources involved early on, you will set up your new system for success.³

• Planning

• Invite telecommunicators to help choose the system and vendor and plan for adoption.
• Develop workflow and processes to use with the new technology.
• Prepare easy-to-use manuals and other written or online support materials.
• Provide training using prototype workstations.
• Create schedule to build in adequate training and practice time.
• Arrange for accessible and reliable IT support.
• Perform test runs to troubleshoot potential problems with the system.
• Share progress, listen to concerns, and focus on open communication.

• Going Live

• Have IT support on hand to help explain processes and troubleshoot problems.
• Arrange schedule to allow extra coverage in case of technical problems.
• Reduce workload during intensive implementation period.
• Make training resources and personnel available.
• Check in and get feedback from telecommunicators about how the system is working.
• Make on-the-fly changes as necessary to workflow and processes.

• Follow Up

• Continue to prioritize strong IT support.
• Provide ongoing training, especially for system changes or upgrades.
• Request feedback periodically, as telecommunicators become more accustomed to the system.
• Reevaluate workflow and processes and make changes to optimize performance.