Change Mangement

This Change action plan focus on taking the existing level of customer satisfaction to next level of UK leading telecom company. The organization provides its customer facility of making cheap, both national and international, calls through pre paid calling card services by providing residential services. The organization customer services department is located in India which deals with the customer issues via email support process. Since, the time market was hit by recession, the company has started losing its customers to their competitors despite, providing good cheap call rates in comparison to the other organization. Market analysis result indicated that the major reason for losing the customer base is that customer are slowly getting dissatisfaction with service offered by the customer services department working methodology. The customer services department of the organization takes more times to resolve the customer issue in comparison to other companies. Reason why the competitor companies offering the resolution to customer issues in less time because they resolve the customer issues over phone. Therefore, if voice based process is introduced in addition to existing web based support might help the organization to retain their customer resulting in customer satisfaction will improve further leading to generation of more revenues.

The Employees of the organization are most affected due to change and some of them may resist. This resistance can be managed by introducing rewarding system, provision of job security and employees should be involved during decision making process. The change implemented depends on the change capacity of the organization and the organization has desired features of change capacity, therefore implementing change through positive model approach might be successful.