Identify and Analyse the Main Hr Issues at the West Bank Call Centre and Provide Recommendations to Resolve Them.
Contents Executive Summary 2 Key Problems 2 Role of HR 3 Employee Resourcing 3 Issues and Recommendations 3 Managerial 3 Operation of multi-skilling and phone time 6 Learning and Development 7 Reward Management 8 Employee Relations 8 Bibliography 11
In terms of Human Resources, the call centre industry is one of the most difficult to manage, this was made more apparent when analysing the case study which describes call centres as “modern day versions of the 19th Century sweatshops”. In general turnover is one of the biggest problems call centres face and this …show more content…
In order for new employees to gain thorough understandings of company procedure the HR team will create a welcome booklet. This will briefly summarise the ins and outs of working at the West Bank Call Centre, whilst they learn through their own experiences.
West Bank utilises outside agencies to seek out temporary staff. On the surface this form of recruitment is fine, however the case study states these members of staff have been selected due to their “personality”, “but once employed and trained, they are re-programmed and instilled with a sense of conformity”, going onto say this frustrates them. In order to eradicate this feeling of frustration, West Bank should welcome temporary staff and put them through proper training programmes and