Resourcing and Talent Planning (3RTO) Report

Organizational benefits of diversity

Diversity reflects variety. Diversity indicates any variations in composition among individuals within a working environment (Roberson, Ryan & Ragins, 2017).

Following are the benefits of attracting and retaining a diverse workforce.

1. Increased creativity

People of various contexts tend to perceive differently and therefore have different viewpoints. Access to a range of different views and experiences contributes to greater creativity. If companies bring together people who see the same thing differently, they are more prone to have a melting pot of fresh, creative products, thus enhancing their workforce’s creativity (Paulus, van der Zee & Kenworthy, 2019)

2. Higher innovation

Study shows that inclusive businesses are 1.7 times more likely to be industry leaders in innovation (Bersin, 2011). Employees are subjected to multiple viewpoints and world-views in a multicultural workforce. Combining these multiple viewpoints, they often bring people together in new ways, holding the door to innovation.

3. Better decision making

There is a clear connection between diversity in the workforce and decision-making. As employees of diverse cultures and backgrounds come onboard, more ideas are created that contribute to knowledgeable, efficient decision-making processes and outcomes.

Factors affecting an organization’s approach to recruitment and selection

Overview to the company ‘Space Call Centre’

“Space Call Center” is one of the top call center company in Australia. It offers multiple services including inbound and outbound call services. In “Space Call Center” about 156,000 workers work worldwide. The “Space Call Center” recruiting process will take up to nine weeks from the application to the offer stage if the applicant succeeds and the recruiters keep the applicant aware of every step of the way.

Recruitment and selection are of immense importance to every organization. Due to pressure from the supply of jobless people, the recruitment and selection process is strongly affected by multiple factors. Islam, Habib & Pathan (2010) states that factors can be divided into 2 types, internal and external.

1. Recruitment Policy

The organization’s recruitment policy sets out the clear goals of recruitment and selection. This offers a basis for the integration of the recruiting practices in the organization by hiring people with the appropriate skilled people.

2. Cost involved in Recruitment

Recruitment process often involves the cost to the client, which is why companies are seeking to hire or outsource a recruiting source that would be cost efficient to the company for each applicant.

3. Labor Market

The conditions of employment in the community where the company is operating impact the recruitment and selection function of the company.

4. Goodwill or Image of the organization

The image and goodwill of the company is another aspect that influences the recruitment and selection process of the organization. Public legislation prohibiting discrimination in training and education have a significant effect on the organization’s recruitment and selection process.

Factors affecting an organization approach to attracting talent

There are many different factors that affect an organization’s approach to attract talent. Following are some of them.

1. Salary and Benefits

Salary is definitely a significant consideration for employees and one of the key motivations for them to switch to a better workplace. Good professionals deserve a competitive wage and offering them a high degree of pay indicates that the organization values them well and appreciates their talents and skills (Rani & Kumar, 2014).

2. Brand Identity

Branding is how an organization intends to be viewed by a customer as the company name, communication design, slogan and other visual features (Tikson, Hamid & Mardiana, 2018). The organization with a positive image will consider it easier to recruit and maintain workers than a company with a negative image, owing to the nature of the aspiration aligned with a positive impression (Shabanabi & Kesavaraj, 2019).

3. Economic Environment

Economic stability and the financial sources for recruiting will have a significant effect on the efficiency of recruitment and selection process. Yet another way this impacts recruitment is by when and where the company advertises, premium recruitment sites cost high fees that small and struggling companies cannot manage.

4. Legal restrictions

Laws influence the attraction of talent by an organization. The Equality Act 2010 prevents discrimination and determines how words, application forms, job descriptions, person specifications and questions raised in interviews are presented by the organization (Beattie & Johnson, 2012).

Methods of recruitment

There are various different types of methods of recruitment that organizations use in daily basis. Some of them are as follows:

1. Recruitment fairs

At the job fair there is a stand where the organization can publicize employment vacant positions with recruiting materials such as job applications, job descriptions, etc., representatives of the organization, for example personnel and department managers talk directly and share details of the organization and the job openings currently offered to the prospective candidates. Applications / CVs or information of the applicants are taken at the moment of communication.

2. Job centers

Job vacancies are marketed free of charge in the job center. The organization has an online account with the job center specific information, the vacant position are posted on the online platform and the vacant position will be publicized not only in the local job center but also digitally, so the job opening will have a broader geographic viewers.

3. Organization website

The organization lists the openings with a job description etc. on its own website. A part of the site is connected to the home page and a standardized form for personal information is completed by the applicant. It is then connected to a request form or a path to submit the resume and cover letter. It can also be connected to the online recruitment system of an organization.

Methods of selection

There are various types of methods of selection. Few of them are as follows:

1. Structured Interview

Structured Interview is relied on the basic interview process, instead of posing questions centered on the applicant’s employment application, questions are probed to let the applicant to show their skills and knowledge, for example, “can you tell us about a condition where you have changed the method and why? “The same questions and uniform score sheets are used for each candidate.

2. Assessment center

This method is used to provide a clear description of the strengths and weaknesses of all applicants. The selection panel intend to evaluate the candidates as completing each task by measuring paper tasks which have the same correct outcome or ranking by observations using a given marking method, once the marks have been obtained, the panel will then be debated as a whole before a final decision is made. This method involves interviews, roleplay, presentation and group activities, etc.

3. Psychometric Test

The assessments is used for all categories of employees from senior management to skilled labor in an organization such as the Procter & Gamble, which can comprise of one or more of the following; an aptitude check composed of an English, numerical, logical reasoning and job-specific examination. There is no right or wrong answer to a psychological test designed to find different kinds. The employer may use the details contained in the report on whether the applicant has the ability, the right attitude or other factors needed to satisfy the job requirements.

Job Description

Call Centre Operator Job Description

A Call Center handles inbound and outbound calls. A call center employees are persons who address and dial out requests. They are responsible for responding to incoming customer calls to follow orders, responding to questions and concerns, troubleshooting issues, offering advice and resolving customer complaints about the goods or services of the organisation. Furthermore, it is the duty of employees to make outbound calls to schedule appointments and compile survey results.

Duties and Responsibilities

· Replying customers’ calls properly and listening to questions and grievances from consumers.

· Investigating needed knowledge using the resources that are available.

· Consumer concerns about product customer service and sales issues are treated and addressed.

· Provide consumers with the operation and product details of the company.

· Processing customer demanded documents, requests, and programs.

· Describe, escalate key problems and review to the top leadership.

· Forwarding inbound calls to relevant services.

· If required, follow up on difficult customer calls.

· Full call details and call records as needed, and update them in the CRM.

· Acquiring and reviewing the necessary data for the management of complaints and investigations.

· Recording documentation of remarks, reviews, concerns and application.

· Maintaining and interacting with internal departments, and integrating with them.

· Numerous other tasks as delegated.

Requirements

· Time duration:

o Monday to Sunday.

o 8 a.m. to 2 p.m.

· Experience in communicating with the general public.

· Excellent communication skills, including good pronunciation and verbal.

· Capacity to work in near collaboration with others.

· Strong computer and software know-how.

· Strong multi-tasking competencies.

Skills and Specifications

· Professional specialist in software related to computers.

· In emergencies capable of responding quickly and professionally.

· Managed to maintain trust with customers

Education

· GCSE English or equivalent grade B or above

Person Specification

	Essential Criteria	Desirable Criteria
Skills & Abilities	· Strong communication skills, dedication and commitment. · Positive mindset, honesty, patience and trust. · A comprehension of diversity and cultural norms and how that affects customer relationships, strong understanding of anti-discriminatory practice. · Adaptability to respond to different requirements for the job. · Knowledge of Internet use, word processing and database applications. · Good communication skills, empathy and the ability to communicate tactfully, sensitively and respectfully with others. · Ability to do reliable research and attention to detail	Understanding the Principles of Data Protection.
Experience	1 year of experience in the position of the customer service role, ideally obtained in the consulting / assistance setting. 1 year of experience in the use of ICT for input and/or retrieval of information. Experience of management and business processes.	Public service experience, ideally in a community of local authorities. Experience at the call center.
Qualifications	GCSE English or equivalent grade B or above	NVQ in Customer Service
Personal Qualities	· Ability to keep calm while under pressure. · Ability to work on a team. · A compassionate and loving disposition coupled with the ability to acquire accurate knowledge in a considerate and respectful way. · Discretion is a key trait, too.
	Internal contacts 30% External contacts 70%

Job Advert for the post of Call Center Operator

Job Title:

Call Center Operator

Duties and Responsibilities

Replying customers’ calls properly and listening to questions and grievances from consumers.
Investigating needed knowledge using the resources that are available.
Consumer concerns about product customer service and sales issues are treated and addressed.
Provide consumers with the operation and product details of the company.
Processing customer demanded documents, requests, and programs.
Forwarding inbound calls to relevant services.
Full call details and call records as needed, and update them in the CRM.
Acquiring and reviewing the necessary data for the management of complaints and investigations.
Recording documentation of remarks, reviews, concerns and application.
Maintaining and interacting with internal departments, and integrating with them.

Job Types:

Full-time, Contract

Time duration:

Monday to Sunday.
8 a.m. to 4 p.m.

Salary:

$35,000 – $50,000. per month

Experience:

Customer care service: 1 years (Required)

Education:

GCSE English or equivalent grade B or above (Required)

Language:

English (Required)

Work Remotely:

Temporarily due to COVID-19

Further information is provided on the website of “Space Call Center”.

Recruitment Media

Nominated recruitment channel will be own Website, LinkedIn and Indeed.

Social sites, such as LinkedIn and Indeed, are very useful as a recruiting tool for the advertisement of call center operator, primarily due to the fact that there are very wide-ranging features, mainly for industry professionals that can use these platforms as a network path and also due to the relatively low cost of introducing it.

Shortlisting Matrix and written sections

Executive / Directorate: N/A	Department: Call Center
Job title: Call Center Operator				Job Reference number: 1463
Interview Panel member: David Watson	Example Scoring Method 0 = Not met 1 = Partially met 2 = Fully met 3 = Exceeded
Applicant: Sam Waters
Interview Question based on Post Specification criteria	0	1	2	3	Comments (Code form due to ethical issues)
Tell me about yourself.				3	xxx
What do you know about the Call Center Industry?			2		xxx
What are the types of the call center? What is the difference between them?				3	xxx
What do you understand by the term “Customer Satisfaction”?				3	xxx
What will you do if the customer abuses you on the phone?				3	xxx
How you handle work-pressure?				3	xxx
What will be your approach to improve customer service?				3	xxx
How can you turn down a request from a valued client?			2		xxx
How would you handle negative feedback from angry clients?				3	xxx
What are your strengths and weaknesses?				3	xxx
How you rate yourself on communication skills?				3	xxx
Why did you leave your last job?			2		xxx
Why should we hire you for our company?				3	xxx
Do you have any questions for us?				3	xxx
Select reason: 1 Appointable 2 Reserve (ok to have more than one appointable) 3 Not Appointable
Any additional comments Following the interview, the ultimate verdict from the panel head (David Watson) was to select Mr. Sam Waters, primarily because he was able to articulate his skills and knowledge at an interviewing process but also was able to tell a very fine example in his initial statements, which prompted to very high scores for the interview.

References

Beattie, G. and Johnson, P., 2012. Possible unconscious bias in recruitment and promotion and the need to promote equality. Perspectives: Policy and Practice in Higher Education, 16(1), pp.7-13.

Bersin, J., 2011. Feb 18. Josh Bersin’s blog [Internet]. The business of talent: 2015. Today’s new models for leadership development.

Ho, K., Mahtani, M., Steel, D. and Strehlke, T., 2018. The Power of Diversity: Better decisions? Better outcomes?

Islam, N., Habib, M. and Pathan, R., 2010. Factors Affecting the Recruitment and Selection Process of Private Commercial Banks in Bangladesh. The Journal of Global Commerce, 2(4).

Paulus, P.B., van der Zee, K.I. and Kenworthy, J., 2019. Diversity and group creativity. The Oxford Handbook of Group Creativity and Innovation, p.33.

Rani, K. and Kumar, S., 2014. Factors Affecting Talent Management Practixes: A Review. Indian Journal of Research, 3(11), pp.20-22.

Roberson, Q., Ryan, A.M. and Ragins, B.R., 2017. The evolution and future of diversity at work. Journal of applied psychology, 102(3), p.483.

Shabanabi, P. and Kesavaraj, G., 2019. Employer Branding: A Literature Survey. International Journal of Engineering and Management Research (IJEMR), 9(2), pp.141-146.

Tikson, S.D.S., Hamid, N. and Mardiana, R., 2018. Employer Branding as a Strategy to Attract Potential Workforce. Bisnis & Birokrasi Journal, 25(3).