Article

Reasons to Choose the Prométhée Consultants Approach

Do you want to transform your customer relationship centre? We are your allies.

Each year, hundreds of organizations launch change and transformation programs. However, very few of them achieve their goals. Resistance to change and lack of leadership is often blamed for these failures.

These programs are doomed to fail from the start if they do not consider the company’s capacity for change. Just as a casual runner cannot complete a marathon without prior training, an organization cannot achieve major transformations without having developed its change capacities beforehand. Like in running, this involves the successful conduct of increasingly ambitious change initiatives.

The Prométhée Experience: Human and Exhilarating Changes

– We offer a personalized and personal approach to help you define your strategies and the changes you need to achieve your goals.

– We help you develop the confidence and enthusiasm of your teams in implementing these changes.

– We help you mobilize the energy that exists within your organization and grow it to succeed in these changes: to make the spark shine.

Here is a summary of the personal and personalized experience we offer, in table form.

The Five Moments of Truth of Our Methodology

Our approach is organized around five decisive moments, which are key behaviours for our consultants:

– The contact – Being open and vulnerable

– The assessment and planning – Being brave and complicit

– The changes – Being visionary and pragmatic

– Celebrating success – Being caring and genuine

– The conclusion – Being present and grateful

1. The Contact – Being Open and Vulnerable

The arrival of consultants is not always well received by teams. They feel challenged, uncertain of intentions, and may be wary of these external individuals.

Being open and vulnerable means for our consultants to recognize that this discomfort can exist and to take necessary measures: ensuring intentions, clarifying roles and responsibilities, introducing ourselves personally, presenting ourselves as we are, as a consultant but also and above all as a person.

After all, it’s also a new relationship for our consultants – no, consultants are not superheroes! – and giving access to our vulnerability is a beautiful way to establish relationships and an atmosphere of transparency conducive to collaboration. Thus, our clients and their teams feel safe, which promotes quality collaboration.

2. The Assessment and Planning – Being Brave and Complicit

This moment aims to enlighten you on your situation, challenges, and opportunities, but also to create the motivation for change and to put in place the means for you to feel in control of your destiny. Painting a clear and lucid picture of your current situation and opportunities for progress in the relationship you have with your customers, particularly in your contact centres allows us to:

– meet you “where you are.”

– help you define the foundations for successful change

– identify your “hidden reserves” of performance, i.e., the dormant energy, talents waiting to be mobilized, and efforts that would have more impact if they were better channelled

Being brave and complicit is daring to destabilize your teams and help them step out of their comfort zone. It’s also helping you to have the courage to see things differently to overcome the obstacles that stand in the way of your desire for change. The reward is great: the change in perspective allows for the discovery of unexpected levers of change and the establishment of objectives and plans that are both much more targeted and ambitious.

3. The Changes – Being Visionary and Pragmatic

Success breeds success. It is therefore important to ensure that we quickly generate the first successes. In this regard, being visionary and pragmatic means:

– guiding you in the development of your change capacities, while accepting that there is not just one way to do things and that many paths lead to Rome

– helping you define your own change process, taking advantage of our expertise

– demonstrating our confidence in your teams’ capabilities, through projects designed and developed to succeed and quickly generate visible results

– “seeing” the next steps and obstacles before they arise to make them learning opportunities.

With our support, you will feel supported, energized, and confident in the actions you take.

4. The Celebration – Being Caring and Genuine

The frequent and meaningful celebration of accomplishments and heroes of your organization nourishes the feeling of pride and recognition of your teams. Being caring and genuine means for our consultants to put our hearts into it, to recognize not only the accomplishments of individuals but also personal learning, risks taken, and the journey travelled. The energy and enthusiasm spread and encourage individuals to participate and change.

5. The Conclusion – Being Present and Grateful

The time to conclude is an opportunity for us to show our appreciation and celebrate your greatness. A consulting assignment, like any journey, has a beginning and an end. The conclusion means for our team to accept the ambiguity of the situation: on the one hand, the joy of seeing teams feel more confident and autonomous to continue their journey, and on the other, the emotion stirred by the bonds and friendships that have been created and that will persist differently. It’s an end but also the beginning of a new adventure for you.

By Guillaume Delroeux

Guillaume is president and leader of customer experience practices at Prométhée consultants and helps organizations with customer relationship centres make the most of their technologies to maximize their impact and create legendary customer experiences.