Customer Service Call Center – HR Advisor Recommendation
Report: Organizational Development and Training Program
Imagine a customer service call center has recently hired
you, as an HR advisor, to make recommendations to their organizational
development and training program. The call center’s profit margin has been low
and many employees quit after 1 year. The employee who has worked longest has
only been there for 2 years, and he is looking at other job markets. You
observe employees in their activities and notice that many do not see a future
at the call center. Many new hires complain about the lack of a training class.
The only training involves them observing another employee for 3 days;
afterwards, they are expected to begin working with customers on their own and
to be familiar with the database. Customers also complain that representatives
are rude, impatient, and confused when answering questions.
Create a detailed report of what your recommendations would
be for the call center. In your report, include the following points:
– Components of your job analysis and design
– Techniques in developing your training programs
– Importance and differences in using mentoring and
executive coaching
– An effective approach to organizational development based
on the situation
– Different approaches to career development.
