1. You are the Human Resources Director for a telemarketing firm that provides c

Question

1.    You are the Human Resources Director for a telemarketing firm that provides customer-care services for several contracted companies. Last year, you implemented a new training program that focused on initial training for newly hired customer-service representatives. Currently, you have 238 customer-service representatives, all of which have been with you less than three years, with 135 hired since you implemented the new training program. Please describe the process that you would use to determine the effectiveness of the new program versus the old program, explain what you hope to learn from each qualitative and quantitative process.

2.     You have been assigned to contract with an outside research firm to do both qualitative and quantitative research project for your company. Describe the criteria that you would establish in making this selection. In addition, explain your reasons for either selecting the same firm to conduct both or to select two different research firms.

Analyze each situation and present an appropriate solution that solves the problem or answers the question. Examine research finding and to make recommendations, as if you were the one responsible to upper management. Answers can be stated simply, elevator talk, as if you were talking to a 12 year-old. Do not copy tons of information from the internet.

If you make any assumptions, please note them in your answers.

Explanation / Answer

1. In order ot test the effectiveness of the new program versus the old program I would begin by looking at the customer feedback each employee recieved before and after the new program. Were they more positive results? Were there any complaints made? Not just that,but sometimes the duration it takes someone to assist another person could also be a good indicator of how much the porgram is working. Usually whenever a customer-service representatives does not know how to solve the problem they will linger around the subject and possibly even ask others, where as a well trained employee would get straight to the point as they already know the asnwer before hand due to the effective training they had to go through. I would hope to learn from each qualitative and quantitative process whether there had been an increase of performance or a decrease. Were customers overall more satisfied with these differently trained employees? Not just however if there was a increase in performance, but a siginificant one making the new program worthwhile, and worthy of the companies' time and effort.

2. (From my previous answer)

My main criteria for choosing a research firm would be their credibility. Have they been in business for a long time? Do thery have any external references I could question in order to get feedback from their experience? I would want someone who is well established and on a much higher level than just a small private firm in some unknown location. It really depends if I would go with two firms. If I find that either way one of the firms is not a leader in one of their tasks of research then I would find the other leading firm in that category. If one single firm is the leading guide in both types of research methods then I would most surely pick that single firm.

Good luck :)

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