Rating Scales

Question 1

Suppose you are the team leader in the call center of a bank. All employees at the call center were required to undergo training on customer service. Lately, your shift has received complaints from customers about miscommunication and rude staff on the phone. These complaints were referred to top management, and you have been asked to look into the training needs of call center employees.

a. Identify what are the staffing factors that could have contributed to this problem? Explain in detail.

(10 marks)

b. How would you know if it is indeed a training problem? Explain with examples.

(15 marks)

(Total: 25 marks)

Question 2

Find THREE (3) contrasting appraisal forms on the Internet and identify the rating scales used. Do you think they are suitable for the jobs that are being appraised? You can also use your own company appraisal form in your answer. Please include the THREE (3) selected appraisal forms in your answer sheets when doing comparisons.

Question 3