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Feedforward control is one of the most desirable controls because it allows management to take action before a problem occurs and before damage happens (Coulter & Robbins, 2012). Many organizations require new hires to go through training. Some training is brief and some extensive. Training is an essential part of how successful the employees will be. The employee needs to understand the goals, culture, and mission of the organization first. Then the job will align with that. During new hire training, employees need learn and absorb as much information as they can that will aid them in carrying out their job duties successfully. It is important to note that training occurs throughout the employee life cycle and is not limited to new hires. Training new employees for a timeshare call center will require training guidelines that will educate the new hires on what timeshares are, how the company promotes timeshares, the company’s mission, the job expectations and what their role will be within the company. Communication skills should also be a part of training. This should include how to communicate effectively with clients, sales techniques, and how effectively to address potential conflicts with clients.
In a timeshare call center environment, quality assurance is essential. Because the interaction with clients is primarily over the phone, there needs to be a system in place to evaluate the employees and how effective are. Management must listen to calls to ensure that the employees are in compliance with the company’s policies as well as ensuring they are not misleading the client. In addition to this, when the manager listens to calls, he or she can critique it and determine what the employee’s strengths, weaknesses, and opportunities are. Many controls rely on feedback because it allows the manager to recognize an issue after it has occurred and correct

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