9. The number one challenge in management of call centers is employee turnover. Limited opportunity for...

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9. The number one challenge in management of call centers is employee turnover. Limited opportunity for career advancement and employee burnout are among many reasons that call center agents quit their jobs after a few months of work. JCD Insurance experiences this first hand in its call center. JCD call center hires agents and trains them to answer customer calls about different types of insurance. After training, these agents work at the entry level with an annual salary of $45,000. Data has shown that 60 percent of these hires quit their jobs after an average of 4 months. The remaining stay with the company, and after about 1 year, they are promoted to the senior level after going through a short training. The annual salary of a senior-level agent is about $52,000. Data also shows that senior-level agents stay with JCD for about 2 years before they find better jobs and leave the firm. The average number of senior-level employees has been about 20 and the firm would like to maintain it at that level. a. What is the average number of entry-level agents that are working for JCD? b. To maintain the number of senior-level agents at 20, how many entry-level agents must JCD hire each year? c. How many agents, on average, are leaving the firm each year? d. If training of a new hire costs JCD $3500 and training for a senior-level position costs JCD $4000, what is JCD's total annual personnel cost (including salary and training costs)? 9. The number one challenge in management of call centers is employee turnover. Limited opportunity for career advancement and employee burnout are among many reasons that call center agents quit their jobs after a few months of work. JCD Insurance experiences this first hand in its call center. JCD call center hires agents and trains them to answer customer calls about different types of insurance. After training, these agents work at the entry level with an annual salary of $45,000. Data has shown that 60 percent of these hires quit their jobs after an average of 4 months. The remaining stay with the company, and after about 1 year, they are promoted to the senior level after going through a short training. The annual salary of a senior-level agent is about $52,000. Data also shows that senior-level agents stay with JCD for about 2 years before they find better jobs and leave the firm. The average number of senior-level employees has been about 20 and the firm would like to maintain it at that level. a. What is the average number of entry-level agents that are working for JCD? b. To maintain the number of senior-level agents at 20, how many entry-level agents must JCD hire each year? c. How many agents, on average, are leaving the firm each year? d. If training of a new hire costs JCD $3500 and training for a senior-level position costs JCD $4000, what is JCD's total annual personnel cost (including salary and training costs)?

Answer rating: 100% (QA)

a To determinethe average number of entrylevel agents working for JCD we can use the information given in the problem We know that 60 of hires quit th... View the full answer