Question 1: Advise how an improved system of recruitment and selection could help to reduce the staff turnover.

The following effective recruitment and selection process could be help to reduce the staff turnover 1.0 Introduction The Recruitment and Selection Procedure aims to provide a framework which will assist managers to ensure that the organization attracts, selects and retains the most suitable candidates by using the most appropriate, efficient, fair, open and effective methods. Its commitment to achieving equal opportunities is clearly defined throughout the Recruitment and Selection Procedure and links closely to the principles of the organization Equal Opportunities Policy. 1. Everyone involved in the recruitment and selection of staff has a responsibility to ensure that candidates are treated fairly and decisions are made objectively and in line with the organization commitment to equal opportunities. 2. Benefits The existence of a systematic framework supports the organization recruitment strategy which aims to attract high quality staff and improve the quality of appointments. Soundly based and justifiable selection decisions help the organization to fulfil its legal obligations and avoid unnecessary Employment Tribunals. It also re-enforces the organization commitment to equality of opportunity. 4.0 Recruitment Plan Agree strategy to attract applicants from inside or outside the organization to attract a talented candidate for the target role. Selection Strategy For the effective selection strategies to improve the selection process and reduced the turnover of employee so in selection strategies need an Appropriate assessment methods may include one or more of the following:- structured interview(s); - work simulations such as role plays or in-tray

exercises; - candidate group discussions; - presentations or teaching simulations (e.g. for academic candidates); - psychometric testing (i.e. ability tests or occupational personality questionnaires). Human Resources can advise upon and administer appropriate tests that can provide additional information; - practical assessments (e.g. to assess technical capability). 5.6 Once the assessment and selection strategy is agreed, it is important to establish the resources required (e.g. interviewers/assessors, venues, materials) needed at each stage and to arrange this as soon as practicably possible. (Margaret foot, (2002),
Conclusion

The recruitment and selection process the main tolls to increase the level of capability of employees and individual and organization performance. Learning and development is the activity to break down the barrier towards the growth and achieve the organization objective. The training and development is the processes to develop a group performance and talent of individuals and reduced the level of employee turnover.
Question 2, discuss how the working environment of the call centre operators may be redesigned to reduce the level of employee absence and labour turnover?

High levels of absence and labour turnover can be serious problems for the organisations. All organisations can expect some degree of absence and labour turnover. Indeed a certain degree of labour turnover may be desirable since it creates opportunities to introduce wider experience and new ideas to the organisation, as well as providing career development opportunities for existing workers. Persistently high levels of absence or labour turnover, however, are costly both to individual organisations and the economy as a whole and adversely affect efficiency, productivity, profitability and morale. High labour turnover and absence, like lateness, may be due to a particular cause but they can also be an indication of more fundamental organisational problems. Establishing the cause and working out a solution may, therefore, call for a thorough examination of the organisation's policies and activities. It may be difficult for those within the organisation to do this with the degree of rigour and objectivity required, and it may be advisable to involve someone from outside the undertaking to assist with the task. So throughout the process can improve the overall working environment to provide strong benefits, in

shape of incentive, equal opportunities, equal distribution of work hours, proper holidays packages, equal promotion strategies, equal bounces and market division. And do not implement a hard-line strategy so then there is option to increase the turn level of labour not turnover of absence.

Question 3, Explain how team leader at forth country call centre would benefit from more effective team building training.

Training is a planned process to modify attitude knowledge or skill behaviour thorough learning experience to achieve effective performance in an activity or range of activities. Its purpose in the work situation is to develop the abilities to the individual and to satisfy the current and future organization, and Learning as being shown by a change in behaviour which has resulted from activities or experiences in which the individual has been involved.
The team Training is combination of learning and skills gaining. But most of the definition for training agrees that training is not just combination of both of those achievements. Improving skills is not always the key factor for the training but training carries the manifest of improving personnels capability. Although to improve such individual or the personnel training is not always necessary, but it may become the most demanding need in some circumstances. But learning does change the behaviour or behaviour potential in the specific task is given to the individual.

In the team building training process can increase the level of output for the company and fill up the missing factor. By the training assessment of training needs it show that change is necessary after the training process? There are many more factors that can increase the economic scenarios, team work, management skills, quality of work assessment, proper strategy of organization implementation, proper team building implementation and Work to build the commitment and confidence level of each individual and the team as a whole. Effective team leaders are vigilant about skills. Their goal is to have members with technical, functional, problem solving, decision making, interpersonal, and teamwork skills. To get there, encourage them to take the risks needed for growth and development. You can also challenge them by shifting their assignments and role patterns. Get them out of their comfort zone and into the learning zone, but not so far that they go into the fear zone also improve the overall performances of the team. As a team leadership

All teams must shape their own common purpose, goals and approach. While a leader must be a working member of the team who contributes, the team leader also stands apart from the team by virtue of his position as leader. A team expects their leader to use that perspective and distance to help them clarify and commit to their mission, goals, and approach. The team leader always remembers that the job can grow the employee competences.

Q4. Discuss the impact of culture on the performance of the teams within forth country Call centre. The culture of Forth Call Centre The Forth Call Centre culture is formal norms and value, that foster responsive behavior to coordinate uses forces and task. The call center educative or cultural pedagogical aspect involves its capacity to produce and transmit knowledge, shape values, influence identity and construct consciousness. Organizational structures of forth call center are top Scottish call center. The call center implemented high and tight environment of working and local culture, value, local employees and they are bound in the given target so in this situation the culture impact the employee performance. The influence to tight and bored environment within the organization impact the overall culture of organization for these different rituals the management need to adopts the high flexible strategies for good performance. The Performance review is method by which job performance of employee is evaluated their employee in terms of quality, quantity, time and cost, and use a 360 scalar method for appraisal feedback, based on the principal of measurement employee action, and monitoring, so the culture impact the overall performance of management because its impact on quality of work, and increase the cost of management. The tight culture of this organization directly impact the individual performance within the organization because the management put burden on it keep tighten policy, lack sound insulation and not are designed for laid out . so such tight policy decrease the competence of employee, decrease the motivation of employees, decrease the turnover of employees, decrease the quality of work of employee so

because in this such kind of tight work situation there is no retention policy for employee for the performance the retention is the key element on the basis of retention tasks achieve acquisitions goals in both short term integration task and long term performance so the employees always need high retention like a high reward bonuses, holidays package, pension and so on. When insufficient attention is paid to retaining talent, and especially if staff cuts are expected, employees will leave and the best will exit first, since they have other choices. So the tighten policy or culture of organization is harmful for the growth of organization demotivation, high employee moving, and so on

Bibliography Allan Schweyer,( 2004), Talent management system, 1st edition, published by tri graphic design, Rosemary Lucas,( 2006), Human resources management in international context, 2nd edition, published by chartered institutes of personnel and development, Margaret foot, (2002), Introducing human resource management, 3d edition, published by Pearson education limited