Problem Analysis essays

Problem Analysis essays Our learning has decided to tackle an issue/problem at Tobey Mains place of employment, Talk America. Talk America is a local and long distance phone company that manages 98% of their net adds in-house on a yearly basis. The way the company grows its customer base in other words, is primarily supported by their outbound telemarketing and inbound telemarketing and Online sales efforts. The problem that we will be discussing is the impact employee turnover has on its business model and financial forecast provided to Wall-Street. On a monthly basis Talk America continually focuses on ways to stimulate employee commitment and retention, however, the nature of the telemarketing business is stressful. Dealing with rejection day in and day out can take its toll on any employee. The limited control an employee has on phone sales is easily recognized. The triggering effect that drive us to really dig into this problem comes from the lack of performance in the call centers over the past 2 months, which has triggered an even larger % of employee attrition. On a monthly basis the company can range anywhere from 35-60% attrition and over the past 2 months it has been on the higher side of that range. A key driver for the lack of performance and turnover revolves around the mix of states the company is currently marketing, which can change drastically month over month. If employees dial into a highly competitive state and performance is at its highest level than turnover goes to the lower side of the 25%-60% range. Critical thinking by all members of the organizations management team is crucial, and we are confident that our presentation will uncover some critical paths to success in conquering this problem. Thinking outside of the box for various ways to improve moral, appreciation and employee commitment is what our paper and presentation will focus on. The problem with employee attrition is something t...