Task – report
Using the information below, write a correctly laid-out report.
Delaney is a Dublin-based call-centre working for a major US retail bank. It employs 260 agents, most of whom are women in their mid- to late 20s.
In common with many call centres, Delaney has problems with absenteeism and high levels of staff turnover. The average length of service is only six months. This means high costs in terms of recruiting, selecting and training call-centre agents. Added to that cost is the fact that the new agents are not as productive as experienced agents. The problems usually mentioned by staff leaving the company include:
• High levels of stress
• High pressure on results
• Too many procedures to follow, which makes it impossible to establish a more personal relationship with callers
• Long shifts and not enough flexibility
Your task: You are the HR manager in Delaney. Write a report to the CEO of the company in which you will explain the reasons for the high staff turnover and propose some solutions to the problem.