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

Question

4. 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

Explanation / Answer

The effect of training can be found out by calculating the regression results using binary variable 1 if old employee and 0 if new employee.

This will help in calculating the difference in the services by old and new employees.

The value of services can be calculated by using surveys and feedback calls.

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