White Knight Case
Based on the HR Business Partner of White Knight’s findings there is a lot of room for improvement in their recruitment and selection process. Performance levels and customer satisfaction are taking a hit due to a lack of efficiency in areas such as recruitment/selection, staff retention, job design methods and reward management. My first recommendation would be a change in the advert strategies used by the company by firstly redesigning the job description, being more specific in job competency and personal characterisation that would be more suited to the call centre position. Having a clearly outlined job description and person specification will not only help filter the pool of suitable applicants for vacancies but will also deter unsuitable candidates from applying. I would include person specification within the job description and have a 3+ year experience in a call centre environment as a must have, therefore, reducing the training and induction time and costs and lessening the stress it may have had on existing permanent staff who previous to this would have had to do the mentoring.
Secondly I would recommend an entire restructure of the existing interview process referred to as “crude and superficial” in the company. The current interview seems to be hugely unstructured, lacking in content. The job interview will be a primary source of information about candidates. The interview strategies I would implement in the company would be a mixture of two or three interview types. That being, firstly, an individual interview or a telephone interview and then a second phase to the screening process would be the introduction of work sampling as part of the interview process. The use on an individual interview and a telephone interview would be entirely dependent on the position(s) that needed to be filled at that time. An individual interview would be used for the recruitment of permanent full-time because with the more...
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