You Have Been Hired to Manage a Call Centre for a Local

question 61

Essay

You have been hired to manage a call centre for a local organization. You notice a pattern of activity that is of concern to you: Customers wait on line before being served for an average of 15 minutes. This is an issue as it impacts the quality of service and is costing you potential sales. Apply in detail the needs analysis process introduced in the textbook.

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Definitions:

Voluntary Early Retirement

A program offered by employers allowing employees to retire earlier than the traditional retirement age, often with full or partial benefits.

Stock Options

Financial incentives given to employees, granting them the right to buy the company's stock at a set price within a certain period.

Noncompete Clause

A contract provision that restricts an employee from working with competing firms or starting a similar business for a specified period after leaving the company.

Realistic Job Previews

An HR practice involving giving prospective employees a true picture of what their job would entail, including both positive and negative aspects, to ensure proper fit.