Read the project scenario below and answer ALL the questions that follow

SCENARIO

You are the HRD Manager at Cellular Today, a cellular service provider selling mobile devices and wireless connectivity to

customers for data and telephone calls. Cellular Today has recently embarked on a growth strategy.

So as to support the implementation of the growth strategy, the Cellular Today Management Committee have identified that

the company needs to boost sales while keeping costs as low as possible. You suggest to the Management Committee that

this be achieved through the appointment of $20$contact centre sales agents who have a matric, but who do not have any

post$-$school qualifications and work experience. Appointing contact centre sales agents who have a matric, but no work

experience or post$-$school qualifications, presents a couple of advantages for Cellular Today including:

$$This will keep remuneration related costs down as the contact centre sales agents will receive entry level salaries.

$$Matriculants with no work experience are $$blank slates$,$which will make it easier to train them in Cellular Today$$s

specific methods and practices. In turn, once trained, these contact centre sales agents should readily and effectively

be able to apply Cellular Today$$s methods as they do not come with the $$baggage$$of other companies$$practices$.$

Note: In preparing answers to the various project questions, learners are required to read beyond the scope of the

MANCOSA Module Guide. Consult a range of sound academic sources $($such as textbooks and academic journal articles$)$in

completing this project.

QUESTION $2(25$ marks$)$

Design an HRD programme which will be effective in developing the skills which the matriculant new hires require to

perform in the job of contact centre sales agent at Cellular Today. The design of the HRD programme should address the

objectives, the duration, and the training delivery methods. Refer to relevant theory to substantiate your HRD

programme design