The recruitment process is usually very complex. Firms need to ensure that the individuals that they select possess the traits and competencies that a position requires (Trevor & Cable, 2013). In their design of recruitment programs, firms should ensure that the programs help them identify the individuals who are best suited for a position. It is also vital for organizations to clearly define the responsibilities that the successful candidate will be required to perform. The position of customer service representative is vital. Those who serve in this position act as the face of an organization as they are involved in direct contact and communication with customers (Knapp, 2014). Given how sensitive and important the position is, it is necessary to design an intricate job description and recruitment program that allows for the selection of the most qualified candidate.
Most ideal location
Before establishing a facility in a particular location, firms should begin with an evaluation of the location. Some of the factors that the firms need to consider when selecting the location include the availability of talent and the cost of setting up operations (Buss, 2015). Another factor involves the policies of the authorities that govern the location. For example, a location whose government offers incentives to businesses that establish facilities is attractive. The company is considering four locations: Memphis, Montgomery, Jackson and Baton Rouge. While each of these cities is inviting, the firm must select a single location. After an evaluation of the facilities, infrastructure, government policies and availability of labor in these cities, it is determined that the company should set up the call center in Memphis. In 2014, Acco Brands spent $1.6 million in setting up a call center in Memphis (Rajbhandari, 2015). This company’s choice of Memphis is the primary basis for the selection. As it selected Memphis, Acco Brand must have considered such factors as access to qualified employees, government incentives and infrastructure. The fact that the authorities in Memphis promise incentives to businesses which set up operations in the city is another rationale for selecting the city. For example, Memphis offers tax breaks to companies with the aim of stimulating investment (Reicher, 2017). Another reason for selecting Memphis is the fact that this city hosts dozens of higher education institutions. These institutions include University of Memphis, Rhodes College, Memphis College of Art and Victory University, among many others. Locating the call center in Memphis will offer the company a large pool of prospective employees.
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Job description
Designing a job description is one of the most critical steps in the recruitment process. Essentially, the job description outlines the main responsibilities and duties of the individual who fills a certain position (Catano, 2009). In addition to stipulating the roles and duties, the job description also identifies the skills and qualifications that the candidates wishing to fill the role need to possess. For example, the job description may state that the candidate should have worked in a similar position for a certain number of years and must be in possession of a high school diploma. To facilitate the selection process, the company needs to develop a clear job description for the position of customer service representative. The main responsibilities that this position entails include receiving calls and generating opportunities that lead to sales. The customer service representative will also be required to handle complaints that customers raise, assess the needs of the customers and provide customers with information on a wide range of issues. Helping customers to solve the problems that they face is another vital duty that the customer service representative will be expected to perform. To be considered for the position of customer service representative, the applicants will need to meet certain requirements. These include at least three years’ experience in customer service, competency in the use of customer relationship management (CRM) systems, impeccable communication skills and a high school diploma. Other requirements include the capacity to multi-task and respond to the different needs of customers.
Recruitment program
The recruitment program outlines the approaches that a firm will employ in its search for the candidate to fill a particular position. As it seeks to recruit customer service representatives, the company can make use of a wide range of recruitment tools. Launching recruitment drives in educational institutions is the main pillar of the recruitment program that the company will adopt. The main advantage of hiring from educational institutions is that a firm is able to select from a large pool of gifted and competent candidates (Hurst, 2012). Moreover, this recruitment approach allows educational institutions and companies to partner in identifying and building talent. In addition to working with educational institutions, the company will also use conventional recruitment techniques. These include placing advertisements on various media and working with third party recruitment agencies. The key benefit of working with recruitment agencies is that firms are spared of the hassle of finding the right candidate. Since the recruitment program brings together a range of techniques, the firm should expect success in its quest to find the perfect candidates.
Selection process
The selection process is another critical component of any recruitment initiative. During this process, a firm outlines the criteria that candidates must fill to be considered for a position. Meritocracy has been established to be the fairest and most effective approach to candidate selection (Binali, 2014). Basically, this approach involves screening candidates based on objective standards and requirements. For example, a firm may require applicants to demonstrate certain skills and possess particular educational qualifications. The firm will adopt meritocracy to guide its recruitment process. The applying candidates will be grilled and required to show that they meet all the qualifications as outlined in the job description. To ensure fairness, the candidates will be required to declare any relationships with existing employees of the organization. This is a standard procedure as it allows organizations to avoid conflicts of interest and guarantee a fair selection process. While a bulk of the selection will be conducted in-house, the company will also enlist the services of recruitment agencies. With their wealth of experience and intimate knowledge of the job market, these agencies are best placed to aid firms in their search for candidates. As noted above, the firm will partner with educational institutions. This partnership will constitute the recruitment process. Working with the institutions, the company will identify the most promising students. The firm will require the institutions to supply it with lists of the most dedicated, brightest and gifted students. The firm will then select the candidates to be interviewed from the lists. Overall, the selection process will involve narrowing down from an initial list of many names. Interviews and the support of recruitment agencies are the main tools that will be used to zero in on the right candidate.
Training program
The selection of the candidate to fill a certain position does not mark the end of the recruitment process. Training is another initiative that constitutes the recruitment process. Basically, training is concerned with providing employees with the knowledge, skills and insights that they need to excel in their jobs (Wentland, 2007). Training can also be used as part of the orientation process through which new employees are introduced to their jobs. As part of its recruitment and orientation program, the company will adopt an elaborate training initiative. The training will introduce the customer service representatives to the culture of the organization. When training focuses on organizational culture, it allows employees to align their goals and styles with the objectives and culture of the organization (Flamholtz & Randle, 2011). Another issue that the training will focus on is enhancing the skills and competencies of the employees. Training has been shown to play a major role in sharpening the skills of employees while expanding their knowledge base and perspectives. The training program that the firm adopts will employ a wide range of tools. Traditional instruction is among these tools. While this approach can be boring, it enables organizations to instill valuable lessons into their employees. Apart from traditional instruction, the organization will also develop mentorship programs. Mentorship is essential as it allows younger employees to learn from more experienced colleagues. Furthermore, mentorship facilitates the establishment of lasting and cordial relationships among employees. The firm will also employ technology as part of the training. Today, such technologies as the Interne t are playing a prominent role in employee training. The key advantages of technology include convenience and cost-savings. Through technology, the company will be able to make use of online courses to introduce the employees to new skills and knowledge.
Pay structure
Remuneration is one of the tools that firms usually use to motivate employees. Higher pay has the effect of inspiring employees to work harder and become more committed ( Chitale, Mohanty, & Dubey, 2012 ). During the design of the pay structure, firms should seek to inspire and motivate their employees. In an effort to keep the customer service representatives motivated, the company will create a competitive pay structure. According to the Bureau of Labor Statistics, the mean annual salary for a customer service representative in the US stands at $35170 (BLS, 2017). The company will offer its customer service representatives an annual salary of $38000. This is significantly higher than the national average. Therefore, since it offers higher pay, the firm can expect to attract enthusiastic and competent candidates.
In conclusion, the recruitment process defines the direction of an organization to a significant extent. When a firm hires properly, it obtains employees who are good fits. As they hire, organizations should exercise caution and use approaches that have been proven to be effective. They need to define the roles and responsibilities of a given position. It is also important to use a wide range of recruitment techniques so as to maximize the chances of identifying the perfect employee. If it follows the recruitment plan outlined above, the company will be on course to select the best employee.
References
Binali, S. A. (2014). Meritocracy is the way to Attract and Retail Top Talent. Retrieved 3rd March 2018 from https://www.thenational.ae/business/meritocracy-is-the-way-to-attract-and-retain-top-talent-1.320041
Bureau of Labor Statistics. (2017). Occupational Employment and Wages, May 2016. Retrieved 3 rd March 2018 from https://www.bls.gov/oes/current/oes434051.htm
Buss, D. D. (2015). Call Centers: Reshoring instead of Offshoring. Retrieved 3 rd March
2018 from http://www.areadevelopment.com/BusinessGlobalization/Q3-2015/call-centers-reshoring-instead-of-offshoring-271444.shtml
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Chitale, A. K., Mohanty, R. P., & Dubey, N. R. (2012). Organizational Behavior: Text and Cases. Delhi: PHI Learning Pvt. Ltd.
Flamholtz, E., & Randle, Y. (2011). Corporate Culture: The Ultimate Strategic Asset. Stanford University Press.
Hurst, A. L. (2012). College and the Working Class. New York: Springer.
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Boston: Cengage Learning.
Rajbhandari, S. (2015). Market Trends: Call Centers Re-Shoring. Retrieved 3 rd March 2018
From https://whittakerassociates.com/market-trends-call-centers-re-shoring/
Reicher, M. (2017). Tennessee Business Incentives Fourth Highest in Nation, Study Finds.
Retrieved March 3, 2018 from https://www.tennessean.com/story/news/politics/2017/03/13/tennessee-business-incentives-fourth-highest-nation-study-finds/99124500/
Trevor, K. Y., & Cable, D. M. (2013). The Oxford Handbook of Recruitment. Oxford: Oxford University Press.
Wentland, D. M. (2007). Strategic Training: Putting Employees First. Amherst, MA: Human Resource Development.
