Case Study – Silver Circle Call Center
BPA 172
This semester, we will be looking at the Silver Circle Call Center. The management team there is facing many challenges managing the Human Resource function within the operation. You are a Management Consultant specializing in HR and are asked to present your ideas for improvement to the owner of the call center. She is looking for a creative and well researched plan to implement, which will improve the operation.
You need to present solutions to at least 3 of the following 4 problems, previously identified by the Management Team of the call center:
- Employee Motivation
- Hiring Process
- Scheduling and Employee Productivity
- Management of Diverse Groups
Written Plan of Action:
You will want to make sure that you identify the causes of the problems and present reasonable solutions based your research. At the end of your 5 -7 page proposal, you should suggest a plan of action as to how the company should proceed. Since you will be citing sources, you will want to make sure that you include a bibliography or a list of works cited at the end of your proposal with at least five outside sources (from 2008 – present and cited using APA format).
Please keep in mind that there are no right or wrong answers for this case. As long as you can back up your ideas with facts, you will be successful.
Topic: Employee Motivation
It is evident from the performance of the staff and the number of absences that employee motivation at Silver Circle Call Center could use some improvement. Ideas for your proposal include:
- Three possible motivational programs to implement.
- Identify how each would run
- Identify how each would motivate the employees at Silver Circle citing specific motivational theories and best practices whenever possible.
Topic: Hiring Process
The hiring process is identified as one of the large barriers to success. You have been asked to put together a new plan for the recruitment and hiring of new employees. Ideas for your proposal include:
- A job description for the Call Center Operators including the KSA’s for the position.
- Ideas about how to get quality candidates to apply
- An overview of the hiring process, included people involved and questions asked
Topic: Scheduling and Employee Productivity
It seems that the 24 hour operations are causing some scheduling issues for the leadership team and leaving several gaps in the operation. You have been asked to develop a plan to introduce alternate scheduling plans to the Silver Circle Call Center. Ideas for your proposal include:
- Three various scheduling or alternate work styles that could be implemented in the Silver Circle Call Center.
- An overview of how each would provide the 24 hour a day coverage and assist with the absentee issues
- How each would impact the unusually high level of stress that the employees are feeling.
Topic: Management of Diverse Groups
You need to develop a plan to educate the team supervisors on how to manage and lead a diverse team. Ideas for your proposal include:
- A plan on educating the managers and team leaders
- Benefits of a diverse team
- Ideas on how to better manage a diverse group.
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