6 Key Change Management Strategies to Implement BPO: Are you Future-Ready?


Change is the only constant in this world that can guarantee success. You will be amazed at how fast technology advances and how much our money habits change.

Rules and regulations follow in their wake. In a matter of seconds, you can have a new bill that could change the direction of the stock market or the economy. Business owners should embrace change and use it to increase growth and profitability, not resist it.

Gartner states that only 34% of organizational changes are successful, even though 75% of businesses make organizational changes. Why? Poor organization is the reason that most management strategies fail to achieve their goals. Unless expert virtual assistant is sought, no effort will produce the desired results, from planning to execution.

BPOs must balance their internal needs with the business requirements of clients. This is why it is crucial to develop new, effective management strategies. Understanding what change management is would be the first step to moving in the right direction.

What's Change Management?

Organizational Change Management is the process of using new ideas and possibilities to improve operations or solve a problem. It usually involves three phases: preparation, implementation and follow-through.

The management of change refers to any actions that a business takes to make significant improvements to its main operational functions. It could be the new leader of the company, within its departments, technology infrastructure or internal processes. Organizational change includes the hiring of new employees, merging and separating departments, as well as changes in production processes.

Perhaps it's helpful to see change as a spectrum. There are small, adaptable changes. These can be minor tweaks or modifications. There are also transformative changes, which often involve major transformations like the rebranding of an entire organization. Many changes will be somewhere in the middle of adaptive and transformative. Managers must adapt their approach to each situation.

Sometimes called the "soft side" of organizational change, managing people is often the most difficult and crucial component of an organization's transformation. Why? How successful and effective an organization's change can be determined by how each person changes their behavior.

Change management's goal is to maximize time and resources to increase profits. These changes can become costly if they are not managed in a strategic way. These changes can be implemented easily if organizations have a plan and follow a structured approach.

Six Crucial Change Management Strategies to Implement BPO

It is hard for anyone to step out of their comfort zone, but it is necessary for growth. It is not easy to change long-standing patterns. Management must admit this. Therefore, any change management strategy must be inclusive. Managers should have a clear vision, and be able to communicate it to their team.

This transition is made easier by two aspects: the technical aspect overseen by project management discipline and the people side that is managed by the change management discipline.

Here are 6 key change management strategies that BPOs need to follow:

Use a "People First” approach

The truth is that organizations don't change; people do. Organizational change is only possible through the collective effect of individual changes. Organizational transformation efforts won't succeed if people don't make significant changes in their daily work. These changes are driven by people. BPOs must understand that organizational change can only occur when Andy Berryl, Carlito and Dharmesh are motivated to do their job differently.

The Prosci method is a framework to manage the people side. It is widely used in change management around the world. Although this process can be broken down into many different processes, it consists of three major components:

  1. PCT Modell - A simple, but powerful framework to connect the most important elements of any successful change initiative

  2. AdKAR Model - This model is highly effective in guiding individuals through the elements or experiences required to effect change.

  3.  is a structured and flexible framework to drive organizational change

Communicate the Change Effectively

What are the causes of the change? Who are the key players? What is our role? What role are we expected to play? Change is a natural resistance mechanism for humans. Our brains view change as a threat. People can change if they know why change is needed and how it will affect their business, employees, customers, or constituencies. The company and individuals need to feel confident that they will benefit from the upcoming changes.

Communicating change should be about increasing motivation through an inclusive and transparent approach. The first step in achieving this is to communicate a vision of the benefits that the organization and its stakeholders will enjoy from the transition. Next, develop a roadmap to clearly define and measure success. Celebrate small victories along your journey.

People aren't afraid of change, but they fear the uncertainty surrounding it. Instead of sending out emails or declaring abruptly that management will make changes, tell your employees why you believe the organization must change one or more major components. Employees will feel empowered and included, and they will be more inclined to align their goals with the company's. It is important to share information about when the changes will take place. You need to share information about when these changes will be made.

After the why' and when' are addressed, it's now time to discuss the? who. Every transition is easier when it's guided. Your employees should be introduced to the person who will guide them through this transition. Remember that communication is a two-way process. Encourage employee feedback and hold regular discussions. Ask questions.


It is not necessary to be mechanical in implementing change management strategies. It is important for everyone to feel connected in order for things to work, especially when it comes to a BPO. Every employee in your company has a vital role, so let them know that they are part of the process. Let them know that their contributions are appreciated and can make a difference in the organization's growth. Encourage them to align their goals with the organization's vision.

The traditional work model underwent a major transformation during the pandemic. Most organizations have now established distributed teams thanks to remote working. Although it can be difficult to make modifications with a distributed team, it can be a blessing in disguise. You have many ideas and your distributed team can bring them together. You can make your distributed team feel valued by inviting them to share their ideas and incorporating their suggestions.

Create a clear road map and stick to it

A strong plan is essential to ensure that your positive outlook and good intentions are met with success. Once you have established your goals and a clear vision, plan how you will reach them. Although it is rare to achieve success with a plan of 100%, the likelihood of you succeeding without one is 0.

Make sure you have a plan before you can share your ideas with your employees. You don't have to make it complicated. Extensive plans are more likely to fail. Instead of making changes appear daunting and getting everyone onboard, set smaller goals and manageable timelines.

When every member of the organization is aware of their role, an organization can run like a well-oiled machine. Teams and individuals will be able to accomplish tasks quickly and with minimal oversight, if they set smaller goals and timeframes. This will enable them to see the big picture.

It is important to stick to your plan. While a slight deviation from the original plan is acceptable, a 180-degree turn can lead to delays and lower morale.

Identify and Change Resistance

An organization can have many types of employees. Although most employees will accept changes, there will be some who are still unhappy about any new developments. You may not be successful in getting everyone to agree to change despite clear communication. Sometimes, resistance can manifest itself in office gossip. This is when people who aren't ready to accept change start spreading rumors. Skepticism can be sparked by this negativity. It is crucial to determine the source of these rumors and get rid of them.

However, resistance is not always vocal. Some employees resist the chance of success passively, and this can show in their day-to-day activities. Some employees might be procrastinators, fail to meet deadlines or perform below their potential. Others, however, may be more aggressive. Some employees may refuse to complete the task or stop following instructions.

It is essential to identify the team members who are opposed or resist change in every BPO. You can deal with these issues by implementing a system of feedback. You can monitor the performance of your team members and identify what needs to change.

Do not rush to make changes

Everyone experiences change. It will take time for everyone to adjust to the new normal, regardless of whether you are a leader or member of a team. It is counterproductive to rush the process of forcibly requiring employees.

Sometimes called the "soft side" of organizational change, managing people is often the most difficult and crucial component of an organization's transformation. Why? How successful and effective an organization's change can be determined by how each person changes their behavior.

After you have communicated your team's goals and given them the tasks and goals, allow them to take their time. Be there for your team, but don't pressure them.

Business Process Outsourcing Services for Change Management

The landscape for businesses has changed with the advent of business processing services. Businesses can now plan expansion and implement structural changes with a minimal investment in human resources and infrastructure. BPOs can play an important role in increasing a company's profits.

Every business must manage change. It is an important part of their growth. These service providers are a bridge between companies and their global talent, as most companies choose to work remotely. Implementing change management strategies can be a daunting task when your team spans the globe. Organizations can focus more on their core business by outsourcing this responsibility to BPOs.

Modern Approach to Outsourcing & Effective Change Management

The first step to scaling your business is change management. It doesn't matter what industry you are in, it is important to make some difficult but necessary changes if your company wants to grow.

In most cases, change management is expensive. It can also lead to financial losses if it is not done correctly. Implementing change management strategies is a complex task. However, this has become even more challenging with the increasing number of organizations working remotely.

LiveHelpIndia is a digitally-enabled outsourcing customer service company that focuses on helping high growth, market-disrupting businesses to grow their brands. Everything is tailored to your business, from onboarding, recruiting, training, production, continuous improvement, and growth.

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People are at the core of everything we do at LiveHelpIndia. Our clear and dedicated focus on people as a model for service along with our modern approach towards outsourcing have led to our market-leading position within BPO. Let's change the perceptions about outsourcing and how it can be done.