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Recommendation Report

In: Business and Management

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Recommendation Report
Viktor J. Molina
HRM/552
December 23, 2013
Carol Jackett
Recommendation Report
The purpose of this report is to alert the management of the call center for determination of what can be done about the high turnover rate and customer satisfaction about products and information. This will include an analysis of the call center and a new job design to prevent high employee turnover, develop a new training program to educate employees, and understanding the differences between mentoring and executive coaching. Using an effective approach to organizational development based on situations. Finding different approaches to career developments for employees like promotions and benefits.
Job Analysis and Design After a review of the calling center, the company is receiving too many complaints from customers about the information services from the call representatives. An analysis of job classification systems should be performed to discover what needs attention along with private interviews to develop a method of design and improve the representative’s performance (Hr-Guide.com, 1998). The HR will design, or rather develop, a new strategy to train its’ employees in a manner that addresses the problem concerning phone etiquette. New training will require executive coaching and mentoring of the proper understanding of what the company expects from its calling center representatives, what duties are to be performed, what leaderships is required, and how the atmosphere should be a friendly work environment (Hr-Guide.com, 1998).
Techniques to Develop a Training Program The use of different techniques will help to teach employees how to work with the public and answer any inquiries he or she may have, for example, learning by way of role playing. Employees are given a guide and play the role of the customer calling the center, an

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