A process is a guideline or a set of steps you need to take to perform a task, address an issue or achieve a target.
It’s not uncommon to see companies with different processes for different departments depending on their unique operations. Out comes are judged by the process. Especially when it’s negative.
So the question is why should I trust the process. Sometimes a process doesn’t make sense right away, especially when it’s newly Introduced. While it’s okay to ask questions, it’s important to understand the purpose of any process.
Companies can do better by helping employees understand why certain processes are in place. Except on occasions where revealing the why can be detrimental to the integrity of the operations.
I believe a lot in processes, because I understand that human minds work in different ways. So if a team will be effective, the process must be effective. An effective process must be transparent, easy to understand, have a clear goal and well defined benefits and consequences.
In customer support operations, processes helps to streamline the user experience. Creates harmony in the team as everyone knows what to do and the potential outcome. Gives room for improvement as agents can suggest areas where the process isn’t working out properly.
It doesn’t matter if you’re a small company with just 10 employees, with everyone wearing multiple hats or if your company is a thousand staff strong. Build processes into your operations. Depending on individual common sense will always be counter productive.
Remember the ultimate goal is to delight your customers, let your processes be focused on that and you’ll see the benefits.
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