Question: Identify 2 specific recommendations to improve Training/Development Related Issues Expansion initiatives: the current plan is to add 50 new call center representatives and 7 new

Identify 2 specific recommendations to improve Training/Development Related Issues

Expansion initiatives: the current plan is to add 50 new call center representatives and 7 new supervisors within the next 9 months to account for new business partners utilizing their services.

Turnover for call center representatives: while turnover has always been somewhat problematic, there has been a 10% increase in turnover for the past two months. The turnover report is listed below.

Employee engagement survey: the most recent survey results indicated that the highest area of dissatisfaction was due to a lack of development and promotion opportunities.

Social media: there has recently been an abundance of negative comments on Glassdoor and Indeed (from former job applicants) detailing issues with the application process. These comments centered around 3 main issues, including:

Disorganization/managers not prepared for the interview.

Lack of follow-up on the status of the position.

Overall process taking too long.

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