Question 1
Newspaper, walk in and recruitment agency appear to be working well as the yield ratio for potentially qualified is above 50 percent for the three sources and the yield ratio for six month survival is above 10 percent. Corporate website and job board seem to be having trouble as they have the lowest yield ratios for all the stages.
The main problem is that the company seems to attract the wrong pool of applicants. On average, only 24 percent of the total applicants are potentially qualified.
The situation can be remedied by focusing energy on recruitment channels that reach out the correct pool of applicants.
Question 2
Customer service agents will the right skillset and attitude should be recruited. The customer service agents should have good soft skills, ability to work under pressure and should be able to maintain their cool to deal with irate customers.
Customer service agents should be well trained and adequately prepared on how to politely deal with customers with different temperament and offer solutions or assurance.
Customer service agents should be allowed at least a full day off to relax and rejuvenate.
The business should identify common complaints based on customer calls and develop solutions to those problem. That way the number of irate customers will reduce.
A motivation and loyalty scheme should be developed to not only encourage staff but make them associate with the brand. For instance, employee share ownership schemes could be introduced to make employees feel that they are working for themselves as they own a stake in the company.
A fluid work environment should be created to allow interaction between employees. For instance, an open landscape should be used that allows people to interact or lounge could be created where employees could relax and catch up.
The company should introduce fun days that allows employees from all departments to relax and bond with one another over outdoor activities such as soccer, hiking or ice-breaker games.
The reps should be given a commission for successful solicitation. That way, they will not only be motivated to increase successful solicitation that translates to higher revenues but will also feel that their work counts and is appreciated.
An open forum should be created where customer reps can air their grievances for corrective actions to be taken. For instance, since they do like to call people at dinner they can be allowed to avoid making calls at those times.
