Team #3
Form 5.1.1
October 14, 2012
1. The following is the yield ratio for each step in the Fort Lauderdale Herald’s recruitment
and selection process across all recruitment sources:
Potentially Qualified
24%
Interview
70%
Qualified & Offered Job
85%
Accepted Job
88%
6-month Survival
49%
There appears to be a very low yield ratio of potentially qualified candidates (24%) as it
relates to the total number of applicants. From the interview through the accepted job
stages, yield ratios are high (70%-80%); however, the six-month survival rate is
considerably low (49%).
Basically a 49% six-month survival rate translates into a 51%
turnover rate for Customer Service Representatives. These numbers signify that even
though the Herald is getting a response from its recruiting efforts, the turnover rate is still
high, presumably from hiring the wrong candidates for the actual job being performed.
The following is the yield ratio for each step of the recruitment process by recruitment
source. It is helpful to calculate the yield ratio by recruitment source so you will know from
which recruitment source you get the most return. For example, in the table below you see
that the survival rate of those hired through the Public Employment Agency is at 86%, so in
my opinion, I would focus on hiring more through this agency because in all actuality, even
if you hire more through another source, this source seems to be providing candidates who
are actually staying past 6-months of employment. If the job description was written to
actually reflect the work being performed by the CSRs in both the newspaper and walk-in
recruiting sources, whom both currently have high yield ratios, candidates would have a
better understanding of the position requirements prior to starting; thus, creating the
possibility of increasing the 6-month survival ratio and retaining candidates.
Yield Ratio by Recruitment Source
Recruitment Source
Potentially
Qualified &
Accepted
6-month
Offered Job
Job
Survival
Interview
Qualified
Corporate Website
8%
75%
89%
63%
60%
Job Board
7%
55%
82%
67%
33%
Newspaper
68%
82%
88%
95%
45%
Walk-in
65%
70%
64%
78%
43%
51%
37%
100%
100%
86%
Public Employment
Agency
2. The advantages of recruiting through the corporate website are that it is relatively
inexpensive and can offer legal EEOC protections when all jobs are posted in one place (p.
166). The disadvantage of recruiting through the corporate website is that there can be
high volumes of unqualified applications, especially if the requirements of the job are not
clearly outlined. Advertising on an Internet job board has many advantages such as quickly
gathering a large number of applications. In addition, you can use some of the tools of the
job board to screen out those applicants not meeting the minimum qualifications, which
reduces the workload of the recruiter. Some disadvantages are that you will get a high
volume of applications, and in the Herald’s case, the six-month survival rate is relatively
low (33%).
Advertising in the newspaper allows for an employer to target a specific geographical area;
however, this can be expensive and there can be a long lag time between the advertisement
and the hiring.
Those applicants that walk-in to a hiring facility add to the pool for future hiring. It’s also a
very inexpensive way to obtain applicants. The turnover rate is still high in the Herald’s
case however (45%).
Most states have public employment agencies. Posting positions within the agency is
generally free and the preliminary screening can be completed by the agency. In the
Herald’s situation, those hired through public employment agencies have a much higher
six-month yield ratio that any other recruitment source.
According to the yield ratios by recruitment source (above), the Herald needs to focus their
recruitment efforts with the public employment agency. The yield ratio for the six-month
survival is the highest of the recruiting sources (at 86%).
3.

Allow workers to rotate working Saturday and Sundays, thus allowing them
some flexibility in their work schedule

Create a system that would track the statistics of the complaints and identify
areas that need immediate improvement. This system should allow Customer
Service Representatives to contribute their thoughts and ideas for solutions

Allow Customer Service Reps the ability to take refresher breaks to allow
them to stretch their legs and minds. The length and frequency of these will
need to be clearly defined

Create an environment that is relaxing and soothing with minimal noise for
the Customer Service Reps to work in
4. Because the Herald is in a fast-growing region, there are two new papers in the area, and
a third paper in the area is expanding; thus, there is a demand for Customer Service
Representatives (unless other newspapers have outsourced their CSR departments). In
addition, the strategic goal of the Herald is to expand its customer base. With these factors
in mind, the Herald needs to ensure it is clearly communicating its strategic goals to
candidates and have accurate, clearly written job specifications. The Herald should provide
realistic job previews to candidates by giving them both the positive negative aspects of the
job.
The job specifications and major responsibilities listed for the Customer Service
Representative contradict the most frequently given explanations of CSR turnover in the
last three years. The Herald says that CSRs spend most of day on the phone discussing new
accounts and account problems, renewing and expanding subscriptions, plus delivery
problems – then these tasks need to be clearly listed on the job description to accurately
reflect the job being performed.
The Herald may want to look more closely at the hours and fringe benefits worked by the
CSRs. Especially since many complain of having to work Saturdays and Sundays. By
limiting the position to 30-hours per week and requiring a 6-day workweek, the Herald
may not be attracting the top candidates for these positions.
In addition a study is warranted on the hiring of the delivery and billing employees, since
complaints related to billing and delivery have increased over the last six months. The fact
that the CSRs are receiving more complaint calls is an indicator that something is off in
those areas as well. Identifying the source of the issues, may allow the Herald to correct
problems before they become issues for its customers.