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

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 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 crores. Hence by
Feb 2022, 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 organization)

1.2. KPIs for the Tele callers

Avg Rev / customer: Rs 4500

Conversion rate: 3%
Avg 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)
Avg no. of customers a tele callers reaches in a day: 600
Each tele callers brings 2 CR revenue in a year.

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 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 increases employee engagement. The attrition rate is the lowest
which will help us in long run.

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

find any Tele callers.

Campus Hires 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 hire can be a great
recruitment strategy.

2. Job descriptions

Your Answer Tele sales Supervisor

Reports To: Head of Business Development Team

Job Overview

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 We are looking to for an experienced telesales manager to head up our
growing telesales team. As a telesales manager, you will be responsible
for setting weekly and monthly sales targets, training new telesales staff,
designing and implementing sales strategies, monitoring the
performance of the sales team, and handling escalated customer
complaints.

To ensure success as a telesales manager, you should have experience

with telesales, advanced managerial skills, and the ability to multitask. A
topnotch tele sales manager provides strong guidance and assistance to
the tele sales team, ultimately boosting company sales.

Responsibilities and Duties

 Meeting with sales managers to discuss telesales strategies.
 Training junior telesales staffz.
 Writing sales scripts and customer answer sheets.
 Implementing sales strategies.
 Managing the telesales team and assisting junior staff.
 Monitoring the performance of the sales team.
 Setting weekly and monthly sales targets.
 Maintaining customer relationships.
 Handling escalated customer complaints.
 Compiling and presenting sales reports.

Qualifications
 Bachelor’s degree in marketing, human services or similar field.
 Previous experience working as a telesales manager.
 Experience in telesales preferred.
 Strong managerial and sales skills.
 Ability to multitask.
 Good verbal and written communication skills.
 Ability to work well under pressure.
 Ability to write and present reports.
 Strong organizational skills.

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 3. Retention management

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

due to 2 reasons, personal reasons and better opportunities. The
other reason may be 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 the 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 reasons 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 work hours and locations, they might easily leave you for
someone who will.

 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 organization.

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