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High turnover rate in telecommunication organization
Case Analysis:
This case is about high turnover rate at ord’s BC branch office. ord is a telecommunication organization which provides a comprehensive and innovative suite of broadband communication services to residential and business customers in Canada. The organization head office is based in Montreal, QC. In order to provide timely and quality services to their customers across Canada, the organization decided to open a branch in BC so they can provide services to their customers in Western Canada. The new branch office meant recruiting employees into the organization.
Job positions for a customer service representative which was advertised in Courtney daily newspaper as well as online was opened to anyone and everyone as long as you spoke English. The interview process was in 2 steps. The first interview was with the team lead while the second interview was with the Manager of the BC branch. The interview was short and straight to the point. After the selection process, there is a 6 weeks paid training for the candidates that were selected. During this period, some potential employees are being trained on the job. The main focus of the training is on how to use the organization’s software and how to answer customer’s call in a scripted format. After the 6 weeks training, you are placed on the floor to start answering calls with a team lead to guide us along. They were 10 people in each group to be led by 1 person who did not know how to lead and had no knowledge about organizational behaviour. The main aim for the organization was to retain customers but the organization did not give employee clear definition on how to retain customers. In order to make bonus, employee resulted to lying to customers just to increase their bonus rate. Employees who were caught lying were fired.
There was no motivation

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