BPO-MANAGEMENT5 MIN READ
Roll out a script change people can actually adopt
Use ADKAR to plan adoption of a required BPO script change.
Script change A legal disclosure must change by tomorrow. The risk is not document control; the risk is live adoption. One missed disclosure can become a compliance issue. ADKAR adoption lens Awareness -> Desire -> Knowledge -> Ability -> Reinforcement ADKAR helps you diagnose which human adoption outcome is missing. Send the PDF Assume announcement equals change. The new script becomes behavior, not just a file. Change succeeds at the level of individual adoption. 01 Awareness 02 Ability 03 Reinforce Launch framing Agents ask why the old disclosure is suddenly wrong.
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