- determine if there is any adverse impact against Hispanics or African-Americans in the hiring of CSRs
A newspaper company in Southeast United States has experienced rapid growth Custom Essay
A newspaper company in Southeast United States has experienced rapid growth.
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Write My Essay For MeHowever, in the past two years, competition has increased with two new newspapers in
your area and the expansion of another newspaper from a neighboring town into your
area.
The advertisement for customer service representatives states the following: �The
position qualifications are: knowledge of MS Word or WordPerfect; typing speed of 35
wpm; filing; experience in customer handling such as answering phones and referring
customer calls to supervisors; some selling of additional services and calls for
nonpayment of bills. Starting Salary: $8.50 an hour for a 30-hour workweek. CSRs
work 6-days per week in 5-hour shifts.
The newspaper has successfully recruited CSRs, turnover in the position has been high.
The following table gives the break-up.
Most Frequently Cited Reasons for CSR Turnover (For the past 3 years).
? Requirement to work on Saturday and Sunday from 7 AM to 1 PM
? 75% of calling customers are irate with CSRs on issues over which they have no
control
? CSRs must sit for long-hours with no physical movement and must talk to
customers for long periods of time
? Noisy and hectic work environment
? No proper training provided for handling billing complaints
? Cold calls for subscriptions result in 78% hang-ups.
? No additional remuneration for solicitation successes
? CSRs don�t like the cold calls
? CSRs don�t like calling people at dinner time
? Supervisors monitor a few sample calls and often contradict what CSRs say.
Questions:
- Based on the information provided, determine if there is any adverse impact
against Hispanics or African-Americans in the hiring of CSRs. Assuming an
Hispanic and an African-American applicant who were not hired for the job filed
a lawsuit against the newspaper, what advice would you give the newspaper?
- Based on the data, determine which source of recruitment method is most
effective? Least effective? Why?
- If your objective is to reduce the employee turnover of CSRs, what specific
actions would you take to reduce the turnover? Explain.
- Evaluate to what extent the recruitment ad correctly captures the job contents.
Re-write the ad to correctly explain the job contents.
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