Your planning cycle can be driven by factors such as your organisation’s financial year, your "four quarters" or even simply using a relatively quiet time of year to look ahead.
As we enter this new year, I thought it might be helpful to pick out a few useful tips I have picked up in over 20 years working in planning, especially if you now have a role that requires you to delve into our 'dark arts'.
Whether you plan on a monthly/quarterly or full yearly basis, remember to make the outcomes clear and easy to digest. There is little point in the whole exercise if no-one ever uses the data, measures the outcomes or refers to your plan as a benchmark, so summarise what you have concluded in a way people can access and understand. The more people that understand and, importantly, buy in to the plan and take ownership for elements, the more likely they will succeed.
Your main strategic goals should shine through your plan. Even if you are drilling down to the operational level, every action should add value to the overall goal of meeting your strategic aims. Consolidation, growth, geographic expansion or introducing a new line to your service. Make sure you clearly see these aims in each section of the plan. I always check back throughout the process, looking for the golden thread that should be traceable from strategy, through departmental plans right through to being reflected in individual objectives.
It is rarely possible to achieve every new goal you dream of, however I have always liked the saying ‘aim for the starts and if you fail you may still land on the moon’. Planning sessions can seem quite daunting when you whiteboard all potential achievements. In fact, it can be easier to pick 3 or 4 main, achievable goals. What a massive difference focusing on a specific group of achievable targets can make.
Regardless of whether a plan ends up as a pretty pdf or a very technical word document, it is useless if it isn’t reviewed and, if necessary, amended during the year. Planning shouldn’t be a "tick box" exercise that show you have a plan in case anyone asks.
Note important dates and deadlines that, when they pass, trigger regular reviews. See your business plan is a 12-month live project which should always be open and regularly discussed.
But also, don’t feel that everything is set in stone. External factors hugely influence targets and deadlines (who saw Covid 19?). It’s how agile you are in responding when deadlines slip, or goals are not achieved that makes businesses a success.
The best plans give you learning lessons. If your planning document carries notes about success and failures last year, you can start the next cycle factoring in some of the issues you faced and make the next plan even better.
The saying ‘many hands make light work’ has always been a mantra I have stood by and when it comes to business planning involving colleagues from the outset has always worked well for me. Getting all important buy-in right from the start undoubtedly gleans better results. I love empowering people and setting wide boundaries as I am always amazed with the ideas this generates. This also filters though into the challenges people are prepared to set for themselves using the intrinsic motivation that is linked to feeling part of the plan.
I’m trying to make this sound simple and, in truth, it will be far more complex than this. But if a business gets lost in the complexities and details of planning, it can lose the internal audience who the actual plan is aimed at.
About Richard Abdy:
Richard Abdy has over 25 years planning experinece and is Head of Business Transformation for SVL
About SVL Business Solutions:
Founded in 1967, SVL is a UK provider of multimedia interaction recording and contact centre applications including quality management, real-time automation, WFM, customer feedback and analytics. The company is focused on enabling users to enhance customer satisfaction, improve agent effectiveness, streamline processes and reduce operational costs while ensuring compliance with internal procedures and regulatory requirements. SVL is an Amazon Connect Partner and is proud to offer a smarter cloud strategy to all clients, enhancing digital innovation and transformation.
Published: Friday, February 25, 2022
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
|3.)||Orion Learning Services Inc.|
Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?
Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.
If you're looking to find the candidate/individual with the highest potential, call Orion today!
VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.
- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates
Putting the right person in the job role has become the key focus in the drive...
|6.)||TactiCall Recruitment Services|
TactiCall Recruitment Services
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation