Identify and Analyse the Main Hr Issues at the West Bank Call Centre and Provide Recommendations to Resolve Them.

You work in a call centre which has recently experienced a downturn in the amount of business that it has. It has been decided, therefore, to make 5 of the 20 Call Centre Operators redundant. Write a letter to the Operations Manager explaining:

Call centers were antiquated and no standardized measurement systems or aggregated goals existed for the call centers, and no centralized policies existed. In addition, Congress had cut the IRS budget by 11%, $4 billion was spent on modernizing information systems but still not completed, and 2,000 employees were laid off. (Davis, 1997)

Much research has been done to identify the key indicators for higher attrition in the call center setting. Findings have pointed to elements such as the job itself, particular work environments, lack of proper hiring practices and poor training as the primary drivers for high turnover rates in the call center industry.

The researchers have chosen the call center industries in the Philippines to best suit their subject matter about employee turnover rate and benefits. There are certain reports and data that shows the high turnover rate over call center industries locally. Turnover rate in the country’s call center has gotten so worse that it has hit 60 to 80 percent, according to the Call Center Association of the Philippines (CCAP) (AURELIO A. PENA, Davao Today March 20, 2008, http://www.gmanetwork.com/news/story/85640/news/specialreports/rp-call-centers-reel-from-world-s-highest-turnover, viewed: 8/20/2012). Globally, it is an accepted norm in the industry to have a 30 to 40 per cent turnover. Both Australia and India call centers have turnover rates of only six to 10 percent. Top government officials are alarmed that an emerging industry that has generated around 2 billion US dollars in annual revenues is reeling from a worsening turnover crisis.

The author of the book, Reena Patel is a feminist scholar and the theme of her book is specifically on the mobility and inequality faced by women in the society due to their timings of employment at the Call Center Industry. The study is the first in-depth research on the transnational call center industry which has been written from the women worker’s point of view. Reena Patel conducted an Ethnographic study in the cities of Mumbai, Bangalore and Ahmedabad. The new challenges faced by them with regard to the night shift employment alongside the opportunities to work in an upscale globalised work environment, and the attraction towards a relatively high wage is a source of fast access to money.

Under-scrutinized until the late 1990s, call centres have now got significant scholastic consideration. The astounding and managed development of call centres, stretching out far past their starting bases in the financial and telecommunications areas, has bewildered the early scepticism. The competitive advantage for the companies picked up through the combination of phone and VDU advances, giving immediate phone based client services and selling led to widespread of this phenomenon. the growing financial sector has given the UK government's modernising motivation, which expects to guarantee that, by 2002, 25% of its administrations are open electronically.

Many different avenues exist that can be utilized in the recruitment process. While traditional methods of recruitment such as newspaper advertisements employee referral programs are still be used, many companies, including Fortune 500 companies, are moving towards more technologically advanced avenues such as career opportunity pages on the company website, online job boards, social media, etc. The way an organization presents itself using any of these avenues is essential to the recruitment process as it is the only opportunity for the organization to attract

Using three to four examples candidates will discuss the relative strengths and weaknesses of the major methods of recruitment and selection, including assessment centres, competency based recruitment, interviews and on-line recruitment. Candidates should

"Human Resource Management advocates the devolution of people management from the Human Resource function to line management. However, research shows that this is difficult to achieve in practice (Gratton et al, 1999.) Discuss why this is the case. Indicate what can be done to ensure that line managers take responsibility for the implementation of HR policies and practices."

A key enabler for an organisation to have direct communication with its customers is through its call centres. As many organisations make the decision to offshore its call centre operations to countries such as India and the Philippines, due to the reduced labour and operations costs (IBISWorld). It is vital for call centres domestically to operate efficiently, maximising the efforts of a highly labour intensive industry of skilled customer service agents.

To be successful, every organization needs a good performance management plan, good communication, a strong, diverse workforce and a good customer service. A good customer service is a key to open any successful business. Without a good customer service, business is easy to go down to the drain. A call center is an office receives and transforms the phone call from customers and others in and outside of an organization. The duty of a call center is to handle a consider volume of calls at the same time, to screen calls and forward them to a qualify person to handle them, and to log calls. Francie Washington receives her position as Human Resource Director at a call center organization call NetBell. This company has many problems to handle such as does not have a good performance management plan, not a good customer service skill because it takes too long to reach customer service, no diverse workforce because it hired employees through word of mouth (one employee refers another); and the only compensation bases the number of hours they are logged in. As a Human Resource Director, she has to solve the problems such as no career plan and longer time waiting but first, she needs to identify the problems and impediments of works.

This paper explores the hiring process, specifically the complications and success of recruiting, interviewing, hiring, and training employees. Recruiting has become relatively simple in modern times due to technology and the internet. Employers are now able to post ads for job opening online for free, which can save their company money. Advertising can vastly spread a job listing to attract many potential hires to a company. School recruitment can be convenient because it allows employers to attract the best students from all over the country to work for their companies. Each method has its own strengths and weaknesses that make them appealing depending on the needs of an employer. Interviewing can be a difficult task but if done correctly, employers can weed out those who they feel do not meet their standards and keep the best of the best. The problem with some interviews is that different methods provide different results which means that using the incorrect method may accidentally weed out a perfect candidate. Actually hiring an employee is the most important part of the process and selecting the right candidate may appear to be simple, but it can be a difficult task. More and more applicants are exaggerating their credentials to get a job which makes it difficult for hiring managers to properly

The recruitment and selection process refers to where organisations use various methods in order to generate a pool of candidates that are suited to the job at hand and align with the organisations goals. With technology being used and relied on by many in the business world, it is important that organisations stay relevant by implementing both web-based applications methods and scientific tests to attract the best possible people for the job. These both have their benefits and negatives when used in the recruitment and selection process, but with some modifications, they would further aid organisations to attract the best possible employees to fit into the job.

Today, HR issues such as low employee morale, absenteeism and high turnover rate are challenging for organisations and HR managers.

“The call centre sector is a relatively young sector – it has emerged roughly in the past 5 to 10 years in many countries around the globe. It serves a broad range of customers in all industry sectors and offers a wide range of services. It is an important source of employment and new job creation everywhere” (David Holman, et al.,2007).