Academic Writing Human Resource Assignment 2000 words

We’ve Got Your Call: Outsourced customer services Plc. We’ve Got Your Call (WGYC) is a telesales customer service company. It operates internationally to provide outsourced telesales services to leading energy suppliers. In Cardiff it provides services for Welsh Gas. WGYC employs 300 staff, 250 of whom deal directly with Welsh Gas’ customers. WGYC has twenty five teams of telesales operators. Each team is led by a team-leader who supervises 10 telesales ‘agents’ (team members). The telesales teams are set key performance indicators which are monitored daily, and evaluated on a weekly and monthly basis. Agents are assessed on: i) Call-handling time - how long is spent on a call. ii) Average hold time - the length of time the customer is put on hold. iii) After-call-work - the amount of time spent between calls in noting customer details. iv) Agents’ productivity – the amount of time spent on calls during a shift. v) Sales conversion – the proportion of calls converted into sales. vi) Sales compliance – compliance with guidelines set by the Financial Services Authority. WGYC management adopt a ‘hard’ approach to people management. As a result, the company makes no effort to generate employee commitment. Instead, workers are closely monitored: calls are recorded and checked for compliance by team leaders; break times are noted; and little consideration is given to workers’ well-being. New employees are given four weeks of intensive training in how to use the organisation’s telesales system. Employees are also provided with training and a detailed 200 page manual outlining protocol in responding to a range of potential scenarios and customer’ queries. Employees must strictly follow these protocols to ensure that, when a sale is made, regulatory standards are met. As a result of the tight monitoring and control exerted by WGYC, many workers report feeling stressed. Reported levels of employee commitment are low. This is reflected in high levels of staff turnover and absenteeism. WGYC addresses these issues by constantly recruiting new candidates. WGYC has operated profitably in this manner since 2006. However, a recent decline in profits led to the appointment of a new chief executive (CE) in August 2014. The CE is determined to change the organisation’s culture by introducing ‘high commitment’ management practices. The CE’s employee-oriented approach and determination to pursue the company’s strategy by fulfilling workers’ needs is supported by the Board. Such an approach is rarely considered in an industry renowned for poor working conditions. Your task is to produce a report for WGYC’s management board. Your report should provide detailed recommendations of: EITHER 1. A cost-effective recruitment and selection strategy. OR 2. An appropriate reward package (including pecuniary and non-pecuniary rewards), aimed at achieving improved employee retention and excellent customer service. Your recommendations should be addressed to the WGYC’s board of directors and should include: i) a context section; ii) detailed recommendations; iii) a description outlining how your recommendations should be evaluated at some future time and; iv) a reference list, detailing the sources of evidence used. The report should not exceed 2000 words (+/- 10%). Marks will be awarded on the basis of the criteria outlined on the feedback sheet. Please note the word count on your assignment.