A newspaper company in Southeast
United States has experienced rapid growth.
However, in the past two years,
competition has increased with two new newspapers in
your area and the expansion of
another newspaper from a neighboring town into your
The advertisement for customer
service representatives states the following: “The
position qualifications are:
knowledge of MS Word or WordPerfect; typing speed of 35
wpm; filing; experience in
customer handling such as answering phones and referring
customer calls to supervisors;
some selling of additional services and calls for
nonpayment of bills. Starting
Salary: $8.50 an hour for a 30-hour workweek. CSRs
work 6-days per week in 5-hour
The newspaper has successfully
recruited CSRs, turnover in the position has been high.
The following table gives the break-up.
Most Frequently Cited Reasons for
CSR Turnover (For the past 3 years).
· Requirement to
work on Saturday and Sunday from 7 AM to 1 PM
· 75% of calling
customers are irate with CSRs on issues over which they have no
· CSRs must sit
for long-hours with no physical movement and must talk to
customers for long periods of
· Noisy and hectic
· No proper
training provided for handling billing complaints
· Cold calls for
subscriptions result in 78% hang-ups.
· No additional
remuneration for solicitation successes
· CSRs don’t like
the cold calls
· CSRs don’t like
calling people at dinner time
monitor a few sample calls and often contradict what CSRs say.
1. Based on the information
provided, determine if there is any adverse impact
Against Hispanics or
African-Americans in the hiring of CSRs. Assuming an
Hispanic and an African-American
applicant who were not hired for the job filed
a lawsuit against the newspaper,
what advice would you give the newspaper?
2. Based on the data, determine
which source of recruitment method is most
Effective? Least effective? Why?
3. If your objective is to reduce
the employee turnover of CSRs, what specific
actions would you take to reduce
the turnover? Explain.
4. Evaluate to what extent the
recruitment ad correctly captures the job contents.
Re-write the ad to correctly explain the job