Impact of Change Management on Employee Behavior in a Contact Center Company

Abstract

This qualitative research on the impact on change management on employee behavior focused on the effect of an enterprise implementation on employees’ annual appraisal assessment that determines employee performance which affects yearly salary increase in a large contact center company that has a strong presence in Metro Manila and in other provinces across the Philippines. Review of literature and studies suggests a lack of a specific model or process for appraisal implementation and its impact on employees’ performance in a contact center company. Utilizing Kotter’s Change Management models as guidance, the research questions examined the attitudes and behaviors of employees involved with the contact support operations. The researcher used purposeful sampling and face-to-face interviews with 20 employees as data gathering method. Data were analyzed through pattern-matching technique. The findings were that employees initially felt positive about being a part of the business operations. During the course of employment, employees actually experienced inadequate training and setting of expectations, which they advised to management, was very important to ensure they are meeting their target KPIs; no definitive development and coaching and a lack of communication for individual concerns; supervisor’s increased job duties and responsibilities without additional compensation; and feeling unvalued in employee meetings. The implications for enterprise change include the potential for positive employee behavior in BPO companies when management is considering a change model or process involving employees in an appraisal implementation during the organizational change.