The Call Center Case
Tenure Problem
• In 2009 AGENT HireList sheet, create a column
(T) labeled "STATUS", which will indicate if the
employee is still an active employee or not based
on the Attrition List. If the agent has not yet
resigned, status should be "ACTIVE" otherwise
"INACTIVE". Do conditional formatting by filling
the cell with color red for INACTIVE employees
while green for ACTIVE employees. In column (U),
compute for the "TENURE" for those who have
resigned, if the agent is still active, tenure should
be "N/A".
Peg Score
• Create a column (T) labeled "PEG SCORE" which will compute for
the aggregate of the Elocution, Grammar, Conversation Mgt, &
Interactivity scores based on the following weights. Elocution - 20%,
Grammar - 20%, Conversation Management - 30%, Interactive
Ability - 30%. PEG SCORE is the weighted sum of all 4 scores.
Addtionally, based on the "PEG SCORE" create a column (V) which
will identify the Linguistic Hire Type based on the following
parameters.
• PEG SCORE
• >3.00
• 2.76 - 3.00
• 2.39 - 2.75
LINGUISTIC HIRE
TYPE
EXCELLENT
REGULAR
MARGINAL
Age
• Create a column (W) which will compute for the "AGE" of the agent
upon hiring or joining IBM. In column (X) "AGE MARKET TYPE",
categorize the hire based on their age on the following
criteria:
• AGE
AGE MARKET TYPE
• 18 - 25
QUARTER LIFER
• 26 - 30
YOUNG PROFESSIONAL
• 31 - 39
ADULT
• 40 - 50
MID LIFER
• >50
DIVERSITY
• In a separate PPT file, create an appropriate chart showing the
informaiton above
TAT
• IBM also wants to note the processing time in
work hours, create a column (Y) "TAT" TurnaroundTime which will show how long a
candidate was processed from application to
hiring.
UserName
• Lastly, you are to provide each IBMer with a
Network Login username following the IBM
convention of combining the first letter of the
first name and the whole last name (i.e.
Alfredo Antone = aantone). Create the user
names in column (Z) "USERNAME".
School
• Determine the number of hires by gender and
by school.
Average Age
Hiring Month
January
February
March
April
May
June
July
August
September
October
November
December
Average Age for Male Average Age for Female
No. of hires
Hiring Month
January
February
March
April
May
June
July
August
September
October
November
December
Grand Total
# of Hires
# of Male Hires
# of Female Hires
Recruitment Churn
Days to process and hire from date of application to date of hiring
Hiring Month
January
February
March
April
May
June
July
August
September
October
November
December
Grand Total
1 - 10 days
11 - 20 days
21 - 30 days
30 - 40 days
> 40 days