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Recommendation Report: Call Center

In: Business and Management

Submitted By nlabao
Words 1125
Pages 5
Recommendation Report: Call Center
Nida Labao
HRM 552
July 13, 2015
Sheri Johnson

Recommendation Report: Call Center
A customer service call center is in need of an advisor to help with the organization’s development and training program. The profit margin rate has been low and employee turnover is very high. Also, due to the lack of training, customers are dissatisfied and complaining. As the new Human Resource advisor, a recommendation report has been created for the organizational development and training programs for the call center. The report will consist of the following points: components of job analysis and design, techniques in developing training programs, importance and differences in suing mentoring and executive coaching, an effective approach to organizational development and different approaches to career development.
Job Analysis and Design It is essential to develop and implement the appropriate job analysis to resolve the company’s concern about the organizational development and training program. Modifications are needed. By clarifying each component of the job analysis and design, the company can enhance their efforts recruiting qualified employees for the job. Job analysis reveals the necessary task, behaviors, specific abilities and personal characteristics needed to do a job. Job analysis determines what will be done; job design determines how the job is done. Call center representatives responsibilities are to “serve customers by determining requirements, answering inquiries, resolving problems, fulfilling a request, and maintaining a database.” (Monster, 2015) The individual should posses the following skills and qualifications: customer focus, data entry skills, active listening, phone skills, verbal communication building relationships, people skills, interpersonal savvy, problem solving and able to multi-task. (Monster,…...

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