You are the HR Manager for a cable company that has recently decided to build a new call center
to handle customer service issues. Your company is considering four (4) locations for the call center:
Memphis, TN; Montgomery, AL; Jackson, MS; and Baton Rouge, LA. The plans are to initially hire 100
customer service representatives with the potential to hire another 50 representatives within three (3) years
of the facility’s opening. You have been tasked to determine which location would be best, developing the
customer service representative job description, developing the recruitment program for the position, and
determining the selection process, training program and pay structure for the position.
Sample Solution