In 1996, I was helping build SYKES Europe, and I wrote an article entitled “Call Center Site Selection Methodology.” Super exciting, I know. Stop rolling your eyes.
In the article, I laid out a simple but more reliable, weighted decision-making practice, rather than the archaic pros & cons approach. I’ll share a CliffsNotes version.
Start by listing all the positive attributes you can about the decision in question, then give each one a score from 1 to 5 — the higher the score, the more critical it is to you.
Then, list all the negative aspects, and score them from 1 to 5 — but this time, five means it’s horrible.
If your total positive score is more than twice the total negative score, do it, no matter what “it” is. However, if the positives don’t offset the negatives by two-to-one, don’t do it, or at least think long and hard about it.
When you add a weighted element to the old-school pros & cons list, it safeguards that less important variables don’t falsely sway your decision. When your scoring is consistent, this weighted decision methodology will take emotion out of the equation.
I have used it many times, professionally and personally. Then there have been times I haven’t used it, and I regretted it. It hasn’t failed me, and it won’t fail you.
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Don’t Just Manage Lead!
In Don’t Just Manage—Lead! you’ll learn what it takes to become an effective leader, someone who will help guide and motivate others to achieve success. Art F. Coombs, the Utah based author and CEO, provides the most comprehensive and authoritative account of a true leader’s life and career. Loaded with heartfelt, real life experiences of what it takes to lead thousands of employees, Coombs presents his journey from business student to corporate CEO. With these real-world examples, he shows how true leaders can influence behavior, shape goals, and encourage the very best from others.Buy Now
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Art has also served as executive vice president of business development and strategic initiatives for First-Source; CEO and founder of Echopass Corporation (the world’s premier contact center hosting environment, which was acquired by Genesys for about $110 million); CEO of Sento Corporation; and managing director and VP of European business development for Sykes Enterprises.
Art is a widely-published author of methodologies for BPO/contact centers, outsourcing, customer service, and technical support, and has served in leadership positions at Hewlett-Packard, VLSI Research, and RasterOps.