Human Resource Management in a Call Center - 2871 Words

Human Resource Research Paper Human Resource Management in a Call Center Instructor: Kathryn Taft Advanced Human Resources Management BADM 382 March 16th, 2005 Raymond Chow Executive Summary One of the growing yet toughest industries for human resource to manage is the call center. The call center industry has one of the highest turnover rates compared to other jobs due to its high level of stress and dullness. Retention starts with hiring the right person for the job. Human resource recruiters should look for applicants with these characteristics: self motivated, high tolerance for stress, positive attitude, good listening skills, good communication skills, ability to work as an individual and in a group, good problem solving†¦show more content†¦Selection and Recruitment When hiring an employee for the call center, it is important to find the right person because this will reduce turnover rates and save time and money in the long run. Being an agent in a call center is much more complicated compared to a regular customer service representative or a sales representative because you are unable to see the person and are relying on their tone of voice to distinguish the mood they are in. Because working in a call center is different then working as a customer service representative or sales person at a retail store, at Bodog.com they look for specific skills and characteristics in the applicant before they qualify for an interview. These include: †¢ †¢ †¢ †¢ †¢ †¢ †¢ †¢ Self motivated individuals High tolerance for stress Positive attitude Good listening skills Good communication skills Ability to work as an individual and in a group Good problem solving skills Enjoy helping customers These skills and characteristics are highly important because working in a call center is extremely stressful and routine. In addition, you are on the frontline representing the company yet you are unable to see the customer. You must keep a positive attitude and for that reason, your presentation over the phone is vital. Since the job is based on communication through the phone, a good recruitment practice in the call center would include pre-screening telephoneShow MoreRelatedA Good Performance Management Plan1623 Words   |  7 Pagesgood performance management plan, good communication, a strong, diverse workforce and a good customer service. A good customer service is a key to open any successful business. Without a good customer service, business is easy to go down to the drain. A call center is an office receives and transforms the phone call from customers and others in and outside of an organization. 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Zappos’s formula for success is seemingly simple. It acquires customers through word-of-mouth and search engine marketing (SEM) and then surprise them with customer service that keeps them coming back. Why Shoes? Zappos was founded by Nick Swinmurn. AtRead MoreChief Human Resource Officer And Workforce Essay958 Words   |  4 PagesChief Human Resource Officer and Workforce Strategy It is the job of the Chief Human Resource Officer, also known as the CHRO to ensure that their company recruits and hires optimum employees. I as the CHRO of my company comprehend that workforce management encompasses various aspects of Human Resources which includes; payroll, benefits, time and attendance, career planning and succession, acquisition of new talent, forecasting and scheduling, performance management, employee self-service optionsRead More Strategic Human Resource Management Essay1236 Words   |  5 PagesArmstrong ( 2010) defined Strategic Human Resource Management (SHRM) as â€Å"an approach to making decisions on the intentions and plans of the organisation in the shape of the policies, programmes and practices concerning the employment relationship, resourcing, learning and development, performance management , rewards and employee relationships,† ( p. 115). There is a paradigm shift from a functional role to a tactical one through the strategic ma nagement process. SHRM is very important to the

Homelessness An Aspect Of Society - 1300 Words

English B: Argumentative Essay Homelessness is an aspect of society, which most people chose not to acknowledge. With the increasing amount of issues the United States faces, homelessness tends to be forgotten when the time comes for the government to establish what issues they should assist. Due to the substantial amount of issues the government concerns itself with, homelessness does not receive the necessary attention required and is improperly handled. In today’s society poverty-stricken individuals or families is too much of a common occurrence to be treated as lightly as it is. Additional government intervention is necessary in order to supply the needed resources, which can prevent the further spread of homelessness. The United States government is obligated to protect its citizens and should care about the constant growth of homelessness. Through economic policies and community advertisements, the government can control the issue of individuals who are facing povert y. There is a list of certain rights that every natural born citizen is granted once they are born. This conveys no matter what social or economical state the citizen is, his or her rights cannot be taken away, but must be protected by the government. Homeless citizens then do maintain these undeniable rights and remain under the protection of the government. John Locke an English philosopher, who’s ideals influenced the foundation of numerous constitutions, asserts that a person’s undeniable rightsShow MoreRelatedConservatism And Its Impact On Society1049 Words   |  5 Pagescustoms; as these traditions and customs are of the dominant groups in society. The preservation of traditions and customs are the most important aspect of this ideology; traditions trumps everything else. Conservatism resist the idea of change as it will disrupt the way of life for the most dominant groups. 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Most Effective Hand Cleaner Free Essays

Most Effective Hand Cleaner Introduction: The purpose of this experiment is to: (a) determine if hand soap or alcohol gel is the most effective in killing Staphylococcus aureus (b) obtain the statistical difference of effectiveness in killing S. aureus between hand soap and alcohol gel. The null hypothesis is that neither hand soap nor alcohol gel is effective in killing S. We will write a custom essay sample on Most Effective Hand Cleaner or any similar topic only for you Order Now aureus more than the control group which is nothing at all. The alternate hypothesis is that hand soap versus the control group will be more effective in killing S. ureus and/or alcohol gel versus the control group will be more effective in killing S. aureus. Another alternate hypothesis is that alcohol gel is more effective in killing S. aureus than the hand soap. Materials and Methods: The bottom of a Trypticase Soy Agar (TSA) plate is divided into three (3) pie sections along with the experimentalist initials, class day and class time. A sample of S. aureus is obtained in a closed lid sample tube. The sample tube is rolled back and forth to suspend the organism evenly while wearing gloves. The sterile swab is dipped into the test tube to obtain S. aureus, and then closed. The petri dish lid is opened just long enough to gently apply the swab in a streak pattern rotating the plate at different angles. The lid is placed on the petri dish and the contaminated swab is disposed in the biohazard bag. A blank disk is placed in the center of section one (1) with sterile tweezers. A second disk is dipped into hand soap and placed in the center of section two (2). A third disk is dipped into alcohol gel and placed in the center of section three (3). Each disk is softly tapped into media to secure. The petri dish is placed bottom side up in an incubator set at 37 degrees Celsius for three (3) days and then placed into refrigerator. Two (2) weeks later the diameter of the zone of clearing around the disk from each section is measured in millimeters. The data is collected from each class and is compiled to calculate the mean, standard deviation, and SEM. The compiled data is analyzed by creating a bar graph to compare the zone of clearing for each group. Results: DATA| CLASS STASTICS| Treatment Groups| Clear Zone (mm)| Mean (mm)| Standard Deviation| SEM| Error Bars| | | | | | Mean + (1. 96) SEM| Mean – (1. 96) SEM| 1. Blank Disk| 0| 0| 0| 0| 0| 0| 2. Hand Soap| 15| 11. 21| 3. 65| 0. 74| 1. 46| 1. 46| 3. Alcohol Gel| 15| 13. 21| 3. 93| 0. 80| 1. 57| 1. 57| Discussion and Conclusion: There was a significant difference between the control group and the treatment groups. The control group had no effect on killing S. aureus, but the treatment groups did have an effect on killing S. aureus. The hand soap mean zone of clearing was 11. 21mm and the alcohol mean zone of clearing was 13. 21mm. The null hypothesis that neither hand soap nor alcohol gel is effective in killing S. aureus more than the control group is rejected. The alternate hypothesis that hand soap versus the control group is more effective killing S. aureus is accepted. The alternate hypothesis that alcohol gel versus the control group is more effective in killing S. aureus is accepted. The alternate hypothesis that alcohol gel is more effective than the hand soap in killing S. aureus is rejected. The data suggests hand soap is not as effective as alcohol gel; however, statistically, the data does not support that alcohol gel is a more effective treatment because the error bars overlap. In conclusion, cleaning hands with either hand soap or alcohol gel is better at killing S. aureus than using nothing at all. How to cite Most Effective Hand Cleaner, Papers

Gerald Croft Essay Paper Example For Students

Gerald Croft Essay Paper Recently we were given the play, An Inspector Calls to read written by J.B Priestly. The play was set in spring 1912 in the Birlings house in Brumley, an industrial city in the North Midlands. The main characters in this play are the Birlings, a middle class family: Arthur the father, Sybil the mother, Eric their son and Sheila the daughter. The other main characters are Gerald Croft, Sheilas fiancà ¯Ã‚ ¿Ã‚ ½e and Inspector Goole. The play revolves around the death of Eva Smith who was known to all the family. The play begins with the Birlings and Gerald Croft sitting round the dining-room table having a dinner party to celebrate Gerald and Sheilas engagement. Mr Birling is talking to Gerald about how happy he is that his daughter has found someone to marry and that the Crofts and Birlings should join their businesses together. He goes on saying that the world is making the great progress, the Titanic is about to set sail and its going to be the most luxurious and unsinkable liner ever made and that there is no chance of going to war . While the men are sat round the table listening to Mr Birling giving them a lecture, there is a knock on the door.  At the door is Inspector Goole, he goes into the dining room and speaks to Mr Birling. He says:  Id like some information if you dont mind, Mr Birling. Two hours ago a young woman died in the infirmary. Shed been taken there this afternoon because shed swallowed a lot of strong disinfectant. Burnt her insides out of course. Mr Birling doesnt know what this has got to do with him. The inspector then tells Mr Birling the young womans name was Eva Smith, the inspector then shows Mr Birling a picture of the girl and the expression on his face changes, indicating to the inspector that Mr Birling knows her.  The connection between Mr Birling and Eva Smith is that Eva used to work in the Birlings factory until she and a few of the other girls asked for a pay rise and when Mr Birling refused, Eva argued back and soon after, Mr Birling sacked her leaving her unemployed with no income. I think that Mr Birling had only a slight involvement with Evas. He was the person that started the chain of events leaving her penniless. Mr Birling, with his upper class attitude doesnt think he has done anything wrong and does not feel responsible for the young womans death in any way.  The next person the inspector questions is Sheila. When she comes into the room she is upset. Her father has told her what has happened and she feels guilty. Eva had started working in Milwards clothes shop and Sheila went in to buy something new. Sheila decided to try on a dress. She knew once she had tried it on, it looked ridiculous and when Eva looked at her, she thought Eva was looking at her as if too say doesnt she look awful, Sheila was angry and told the manager of the shop about Eva and left the shop without buying anything. Eva was sacked again because the manager thought she was discouraging the clientele. Sheila feels bad and thinks she is partly to blame as is her father because they both were being selfish and were partially responsible for Evas suicide.  After inspector Goole had questioned Sheila, he told the family that due to circumstances that Eva Smith then changed her name to Daisy Renton. As soon as Inspector Goole mentions Daisy Renton, Gerald realises who they are talking about. He recognised the name Daisy Renton. .ue9231ba84ab0b3bc5d62fff42ab83d8b , .ue9231ba84ab0b3bc5d62fff42ab83d8b .postImageUrl , .ue9231ba84ab0b3bc5d62fff42ab83d8b .centered-text-area { min-height: 80px; position: relative; } .ue9231ba84ab0b3bc5d62fff42ab83d8b , .ue9231ba84ab0b3bc5d62fff42ab83d8b:hover , .ue9231ba84ab0b3bc5d62fff42ab83d8b:visited , .ue9231ba84ab0b3bc5d62fff42ab83d8b:active { border:0!important; } .ue9231ba84ab0b3bc5d62fff42ab83d8b .clearfix:after { content: ""; display: table; clear: both; } .ue9231ba84ab0b3bc5d62fff42ab83d8b { display: block; transition: background-color 250ms; webkit-transition: background-color 250ms; width: 100%; opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #95A5A6; } .ue9231ba84ab0b3bc5d62fff42ab83d8b:active , .ue9231ba84ab0b3bc5d62fff42ab83d8b:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #2C3E50; } .ue9231ba84ab0b3bc5d62fff42ab83d8b .centered-text-area { width: 100%; position: relative ; } .ue9231ba84ab0b3bc5d62fff42ab83d8b .ctaText { border-bottom: 0 solid #fff; color: #2980B9; font-size: 16px; font-weight: bold; margin: 0; padding: 0; text-decoration: underline; } .ue9231ba84ab0b3bc5d62fff42ab83d8b .postTitle { color: #FFFFFF; font-size: 16px; font-weight: 600; margin: 0; padding: 0; width: 100%; } .ue9231ba84ab0b3bc5d62fff42ab83d8b .ctaButton { background-color: #7F8C8D!important; color: #2980B9; border: none; border-radius: 3px; box-shadow: none; font-size: 14px; font-weight: bold; line-height: 26px; moz-border-radius: 3px; text-align: center; text-decoration: none; text-shadow: none; width: 80px; min-height: 80px; background: url(https://artscolumbia.org/wp-content/plugins/intelly-related-posts/assets/images/simple-arrow.png)no-repeat; position: absolute; right: 0; top: 0; } .ue9231ba84ab0b3bc5d62fff42ab83d8b:hover .ctaButton { background-color: #34495E!important; } .ue9231ba84ab0b3bc5d62fff42ab83d8b .centered-text { display: table; height: 80px; padding-left : 18px; top: 0; } .ue9231ba84ab0b3bc5d62fff42ab83d8b .ue9231ba84ab0b3bc5d62fff42ab83d8b-content { display: table-cell; margin: 0; padding: 0; padding-right: 108px; position: relative; vertical-align: middle; width: 100%; } .ue9231ba84ab0b3bc5d62fff42ab83d8b:after { content: ""; display: block; clear: both; } READ: Poetry and Ann Bradstreet EssayThe connection between Gerald and Daisy was that the previous summer when Gerald wasnt spending with Sheila, he was also seeing Daisy. He met Daisy one night after work when he went to a bar for a drink. A few nights later, he met up with her again. He found out she was penniless and was about to be thrown out her room. Gerald felt sorry for her and gave her a place to stay, he also gave her money. Eventually he broke it off with her and offered her some money to see her through for a while but she wouldnt take it because she said he had done enough for her already. Gerald wont own up to having anything to do with her death. He thinks because he hadnt had anything to do with this girl for six months, he is blameless. I think he could have had a little to do with Evas death because she really liked him and when he finished the relationship with her, she couldnt bear it.  Mrs Birling also knew Daisy (Eva). Mrs Birling was part of the Brumley Womans Charity Organisation and Daisy went to them with her problems; she was pregnant. She wasnt married and she wasnt seeing anyone so when she went to the organisation she lied. She said her name was Mrs Birling. Mrs Birling said there was no way her name could have been Mrs Birling. Daisy admitted saying that it wasnt her real name and that it had been the first name she had thought of and that she wasnt married and she was stuck with this baby. Mrs Birlings Organisation turned her away because being pregnant and unmarried was frowned upon. Mrs Birling wouldnt have anything to do with being involved with the girls death she said:   Go and look for the father of the child. Its his responsibility.  Mrs Birling didnt feel responsible in the slightest; she blamed Daisy for getting herself into the situation.