It seems contradictory to say that great call centers have simplicity in common, when we all know that the environment our centers operate in becomes more and more complex every year. That's what makes the accomplishment of simplicity all the more astounding, and all the more important. In the midst of all the difficulty and turmoil, they are able to make sense of the issues and boil them down to the lowest common denominators.

There are two examples that readily come to mind when I think about simplicity. The first is the quality monitoring form that is in use. The elite class has figured out that even if you could identify every little practice that leads to a great call, you couldn't possibly cram it all onto a form in any sort of meaningful way. Instead, leaders at the top centers have developed well organized forms with a comprehensive set of categories and a manageable amount of specific practices to grade. The form provides critical process improvement data, but does so while still encouraging individual learning and improvement at the agent level.

Where else do you see this distinction between simplicity and complexity that helps distinguish the elite centers from the also-rans? Take a cruise through the reports used to justify the annual budget. The majority of call centers will produce reams of paper loaded with every number needed to argue the case. In many cases, the final numbers are actually pretty good estimates of requirements, but it would be awfully difficult for anyone without a PhD in statistics to validate it.

In the few elite centers, the analysts are able to summarize and group budgeting data in a way that completely removes all the mystery. Those that have to approve the budgets not only get accurate projections, but they are able to readily see all the key inputs that produce the final result. Detail level information is available, but most of it need not be consulted because the case is so exceptionally well presented that there is little need to go deeper.

In both examples, it is easy to see why simplicity is so important – it promotes understanding. When everyone is on the same page, it is infinitely easier to keep everyone moving toward a common goal. But beyond that, simplicity is an indicator of a more complete grasp of even the most complex concepts. Remember, the greatest scientific mind of the last century is best known for a formula shorter than most of the words in this paragraph: E=mc2.

So take a minute and look over your monitoring forms and your budget presentation. What do you see? Is there a simplicity that stems from a complete command and understanding of the topic? Or do your documents depict an organization that is beginning to grasp the concepts, but hasn't yet been able to form them into a clear, cohesive, message? If it's the latter, don't despair – many others are in the same place. You can help your center surge ahead by putting the focus on understanding and simplicity.