COURSE: HR Management

PROJECT: SWAYAM INC.

Instructions for the submission:

● Please maintain the following: Font - Times New Roman, Font Size - 12, Line
Spacing - 1.5

S.No. Assessment Submission Marks

Format

1 Workforce planning and recruitment Text 20 marks

2 Job description Text 10 marks

3 Retention management Text 10 marks

Project Maximum Marks 40 marks

Question 1. Workforce planning and recruitment

Your Answer 1.1 Calculation of Attrition Rate:

Employees at the starting of the year – 68

Employees at the end of the year – 100
Average Employees – (68+100)/2 = 84
No of Employees left – 63
Attrition Rate – (63/84) * 100 = 75%

One tele caller reaches average revenue of 2 Cr, hence we need 25 tele
callers to work around the year to meet the goal of 50 Crs. Hence by Feb
2023, number of employees will be 30+25=55.
Considering the attrition rate, we would need to hire 57 tele callers.
Average employees – (30+55)/2 = 42.5
Calculation for the same:
(x/42.5) * 100 = 75, which gives x = 32
(x being the number of employees who will leave the organisation.)

1.2 KPIs for the tele callers

Average Revenue/Customer: Rs.4500

Conversion Rate: 3%
Average no. of customers a tele caller reaches in a year: 1.5 Lakhs
(Assuming they work for 250 days a year and 9 hrs. a day.)
Average no. of customers a tele callers reaches in a day: 600 people
Each tele caller brings 2 Cr. Revenue in a year.

Source Updated % of total hires

Job Portals 10%
Referrals 50%
Consultants 10%
Campus Hires 30%
 Job portals should be 10% as the attrition rate is too high and even the
cost is too high so it won’t make sense to get more people from job
portals.

I have increased the percentage in referrals as the cost involved is less as

compared to others and the money goes to the employees itself, this in
turn increase employee engagement. The attrition rate is the lowest
which will help us in the long run.

We can give it to consultants only if the in-house HR Team is unable to

find any tele callers.

Campus Hiring is again a great idea as the recruitment cost is the least
and attrition rate is not that bad. If proper onboarding and training can be
provided to the new joiners then campus hiring can be a great
recruitment strategy.

Question 2. Job descriptions

Your Answer Tele Sales Supervisors

Reports to: Head of Business Development Team

Job Overview

We are looking for an experienced Tele Sales Manager to head up our

growing tele sales team. As a Tele Sales Manager, you will be
responsible for setting weekly and monthly sales targets, training new
tele sales staff, designing and implementing sales strategies, monitoring
the performance of the sales team and handling escalated customer
complaints.
To ensure success as a Tele Sales Manager, you should have experience
 with tele sales, advanced managerial skills and the ability to multi task. A
top-notch Tele Sales Manager provides strong guidance and assistance to
the tele sales team, ultimately boosting company sales.

Responsibilities & Duties:

 Meeting with Sales Manager to discuss tele sales strategies.
 Training junior tele sales staff.
 Writing Sales Script and customer answer sheet.
 Implementing Sales strategies.
 Managing the tele sales team and assisting junior staff.
 Monitoring the performance of the sales team.
 Setting weekly and monthly targets.
 Maintaining Customer Relationship.
 Handling Escalated customer complaints.
 Compiling and presenting the sales report.

Qualifications:
 Bachelors Degree in Marketing, Human Resource or same field.
 Previous experience of at least 5 yrs. as a manager.
 Experience in Tele Sales preferred.
 Strong Managerial & Sales skill.
 Ability to multi task.
 Good verbal and written communication skill.
 Ability to work well under pressure.
 Strong Organisational Skills.

Question 3. Retention management

Your Answer 1. According to the graph provided to us the attrition is maximum

due to 2 reasons. Personal Reasons & Better Opportunities. The
other reason maybe the employees are relocating or they have
been asked to leave.
 In the case study the total number of employees leaving in a year
is 63 out of which number of employees leaving for personal
reasons is 29 and for better opportunities is 26. These two alone
covers almost 88% of the total attrition rate. This clearly justifies
our argument and shows the reason of employees leaving the
organisation.

2. Measures that the company can undertake to curb the

attrition rate can be:

 Keep Compensation and benefits current: Swayam Inc. can

make sure that they are paying employees the fair going wage for
their work (or better) and offer them competitive benefits so that
they do not leave saying they got a better opportunity.
 Offer Flexibility: If you’re not offering employees flexibility
around working hours and locations, they might easily leave you
for some other organisation.
 Provide an Inclusive Vision: One key factor in employee
engagement and happiness is to provide them with a sense of
purpose and meaning in their work. Offer employees a strong
vision and goals for their work and increase their sense of
belonging and loyalty to your organisation.