HR 505 Team Project

1. Executive Management
Report
TEAM BENCO DENTAL: JILLIAN O’GRADY, SARAH LUCAS, KERRI SMITH

2. Position: Call Center Representative (CSR)
 Historically has one of the highest turnover rates of any industry
 Across the industry, call centers replace 26% of their front-line agents annually
 Turnover for part-time employees hovers around 33% annually
 Reasons for this include:
 Expecting new hires to fail = low morale and poor performance
 Inadequate training

3. Implications for Poor Performing CSR’s
 Direct impact on the company’s image
 Defines the relationships with customers
 Threat of losing business = direct line to the company profit

4. Future of the Position
 2/3 American consumers are willing to spend more money with a firm that
provides excellent customer service
 Changes with technology:
 Customers want solutions faster than ever before
 “Do it yourself” tutorials are increasing to find answers
 Social Media and Apps allow customers to get answers fast
 Overall employment growth projected to grow 13% from 2012 to 2022

5. Company: Benco Dental
 Mission: “Delivering success smile after smile
 Founded in 1930 based in Pittston, Pennsylvania
 More than 50 regional showroom locations and five distribution centers
 Services more than 30,000 dental professionals
 Employs about 1,300 associates

6. Benco Dental Resources
 Customers have many options when in need of answers:
 Direct contact with Chief Customer Advocate
 Five contact numbers with email address
 General email for more information
 Social Media including Facebook, Twitter, LinkedIn and Youtube
 The Call Center is one of the first points of contact for the customer

7. Benco Dental CSR Job Duties:
 Receive and answer inbound calls from current and potential customers
 Place outbound follow-up calls to current and potential customers
 Answer questions about product details, the company, and issues with an account for
the customers
 Assist customers with any technical issues experienced and escalate any issues to
management appropriately
 Meet key performance metrics

8. Weight of Job Duties
Relative Importance Job Duty Relative Time Spent
55 Customer Service: providing service and support to
potential and current clients
50
25 Problem Solving: working with clients to answer
questions, solve issues, etc.
25
20 Database Administration: maintaining and collecting
client information
25
100 100

9. External labor market to pull from:
• high school and college
graduates
• retail sales
• restaurants
• Cashiers
• information clerks and tellers
Internally looking to sales floor
employees or administration
employees looking to make a career
change but stay with the company.

10. Sourcing and Hiring External Candidates Process
Hiring Manager
conducts phone
screen
Applicant
completes
Predictive Index
Survey
HR partner
conducts an onsite
interview
Applicant job
shadows in the Call
Center
HR partner
conducts reference
checks
Offer is made
Applicant
completes pre-employment
screening (drug
screen, background
check)
Start date is set

11. Sourcing and Hiring Internal Candidates Process
Position is posted
internally
Employee
approaches Hiring
Manager to
express interest
Employee
completes
Predictive Index
Survey
HR partner
conducts an
interview
Employee job
shadows in the Call
Center
HR partener collects
referrals from
coworkers and
existing managers
Start date is set Offer is made

12. Benco’s Evaluation Methods for Hiring
 Annual Performance Evaluation
 Managers are required to fill out and discuss with associate
 4-category scale
 About 20 questions regarding the associate’s performance and commitment to
excellence
 MidYear Review
 Managers are required to fill out and discuss with associate
 4-category scale
 About 5 questions regarding’s the associate’s progress toward their recent goals