How to outsource your funeral calls – a step-by-step guide - Part Three

The story of Central England Co-operative Funeralcare and Frontline

Engaging the workforce

Any change, even a change for the better, is always accompanied by drawbacks and discomforts.
— Arnold Bennett
The price of doing the same old thing is far higher than the price of change.
— Bill Clinton

Change is difficult. Especially in an industry with a reputation for exceptional customer service, tradition, family and respect. We understand this. We are a small family business. Our team understand that even entertaining the thought of another company handling their customer’s enquiries can be difficult. We work hard to ensure that everyone in the business feels engaged. For Central Co-operative it started with the senior manager and then move onto the rest of the business.

We’ve managed this process for many businesses and enjoy the process. This time we did a few things differently. Most strikingly, the video. The team at Central felt that the best way to communicate the business case to the team was via a video. It was an effective way to introduce the concept and to give the wider team an insight into processes.

Onto stage 4 - To build the system, test & 'Go-live'