Problem
Peggy, a Customer Service Manager for a Financial Services firm, has come to you, the HR Manager, with concerns about with turnover in her department.
The highest percentage of turnover is occurring in the first 6 months of employment and it is with the Customer Service Representatives, which are entry-level phone positions. These positions require a Bachelors Degree and 3-5 years of relevant work experience.
Because of the turnover and increased need for Customer Service Representatives, these are positions that are continually being recruited for. Peggy has indicated that the main reason for turnover is that "they just didn't like the job"
How might you begin to address this situation? consider this in the context of job analysis.