Summative Assessment Report: Effective Talent Resourcing Strategies

This report provides a comprehensive analysis of talent resourcing strategies, focusing on factors affecting an organization's approach to attracting talent, the benefits of a diverse workforce, and factors influencing recruitment and selection processes. It explores various recruitment methods, including advertising in newspapers, online job boards, and Jobcentre, and evaluates their suitability for a Call Centre Operator role. The report identifies the most effective selection processes for this vacancy, analyzes the reasons for recruiting to a specific role, and includes a job description, person specifications, and a brief outlining how to attract talented individuals. The report also covers candidate shortlisting and selection procedures, offering insights into the practical aspects of talent acquisition and management. The content is contributed by a student to be published on the website Desklib.

SUMMATIVE
ASSESSMENT
FOR
RESOURCING TALENT

Table of Contents
TASK 1............................................................................................................................................3
1.1 Factors affecting organisation's approach to attract talent....................................................3
1.2 The benefits of attracting and retaining a diverse workforce................................................3
1.3 Factors identified affecting recruitment and selection..........................................................4
TASK 2............................................................................................................................................6
2.1 Different recruitment methods to attract candidates for the Call Centre Operator role........6
2.2 The 3 most suitable ways of selection process for this vacancy...........................................9
TASK 3..........................................................................................................................................11
3.1 reasons for recruiting to an identified role..........................................................................11
3.2 Job description and person specifications...........................................................................11
3.3 Brief to attract talented individuals to apply for an identified role.....................................13
3.4 Shortlist candidate applications for an identified role.........................................................16
BIBLIOGRAPHY..........................................................................................................................24

TASK 1
1.1 Factors affecting organisation's approach to attract talent
There are several factors which influence an organisation's approach in order to attract
new talent which is a most essential part in an organisation and when it comes to diversification,
it becomes the most important element. Factors which affects an organisation's approach in
attracting talents are as follows:
 Business contraction The recent recession and the current political instability (Brexit)
are ‘forcing’ the investors to look for business outside the UK which resulted in
significant redundancies made in the last 2 years. This can lead to less production which
prevents attracting new talents. As due to the political instability in the nation many of
the people feel threat their life and avoid doing job in other country .
 The current economic situation is another negative factor which makes the investors
think carefully about taking chances and sealing big business deals. As a result, the bank
has taken precaution measures towards cost savings by hiring cheaper labour. Cheap
payouts leads to decrease number of applicants because of less salaries.
 Recruitment Policy: There are different recruitment policies of different organizations
which affects the them in attracting new challenge by its recruitment policy.
 Cost of recruitment: It is one of the major factor if an organisation's financial status is
not too effective, so this is to be considered by the organization in order to attract new
talents. There is a huge cost involved in the process of recruitment which can effect the
financial budgets of the organization.
 PEST factors: There are several external factors which consist of political,
environmental, social and technological factors that affects organisation's approach to
attract talent. These factors can affect the procedures and operations of recruitment and
selection by change in external environment factors.
1.2 The benefits of attracting and retaining a diverse workforce
“Diversity recognises that, though people have things in common with each other, they are also
different many ways. Inclusion is where those differences are seen as a benefit, and where
perspectives and differences are shared, leading to better decisions. Everyone should have a right

to equal access to employment and, when employed, should have equal pay and access to the
training and development.” (CIPD, 2019).
The Equality Act 2010
The Equality Act 2010 legally protects people from discrimination in the workplace and in wider
society.
How diversity is connected to equality
By exercising equality at work place the employers make the most and best of hiring diverse
workforce covering the legislation on age, disability, race, marriage and civil partnership,
pregnancy and maternity, religion or belief, gender and sexual orientation.
Benefits of attracting and retaining diverse workforce
1. Employing people from different cultural background can have a positive effect and a
great asset in problem solving.
2. Hiring multilingual people can be a great asset to the company when it comes about
closing international business deals or translating when events require. The company can
save money by not requesting translators or interpreters from outside the organisation.
3. Employing multi-skilled people: These employees can accumulate their skills and
knowledge in different sectors within the company. It can also serve cost saving
purposes.
4. Increase in creativity: A diverse workforce increases the creativity in the organization as
heterogeneous groups are cross- fertilizing one another within the organization.
Employees from different backgrounds brings different and more creative ideas which
can be useful for an organization.
5. Increase in productivity: Diverse workforce is beneficial for an organisation as it helps
in increasing productivity by providing competitive advantages which lets workers work
in a more effective manner which significantly decreases the expenses of the
organisation.
1.3 Factors identified affecting recruitment and selection
The organisation I work for is Nomura (Japanese) Investment Bank located in Central
London. Currently around 4000 employees work in the bank, however not all of them are
bankers, e.g. receptionists, IT people, security, HR staff, contractors and subcontractors.

Legal and regulatory framework – Labour Laws
Nomura is strongly embedded in the organisation’s culture which carries fundamental
principles back from those days when Tokushichi Nomura (1925) founded the bank which is
governed and regulated by very strict policy and rules. Employees and their work are strongly
monitored and as a result quality can be seen on the work the employees produce. It is essential
for the organization to follow all the rules and regulations which are being provided by
government, as it helps the employees in providing proper benefits which helps to attract them
for recruitment and selection.
Unemployment Rate – High or Low
It plays a major role in recruitment process of an organization. Low rate of employment
can lead to less applicants which leads to less options for the organization. Whereas a higher
unemployment rate can significantly effect in increasing the number of applicants for the
required vacancy.
Reputation, size and budget of the firm
The major aspects which are being determined and evaluated by the applicants are size,
reputation and budget of the organization. They analyse that the organization is having a good
reputation so that they can survive in this organisation, and they also notice that they can fulfil
the demanded salary for the vacancy, for which budget and size of firm is being determined.
Competition
It is one of the major factor which influences recruitment and selection of an
organization. If there is a huge competition in specific areas, it increases the difficulties for the
organization to select the appropriate candidate from a huge population.
Seasonality
As working in a toy store, there is a huge rush in October because of several aspects
which needs a huge workforce. They start recruiting in August with adverts in the window and
on the company website, They run assessment centres in September and always over-offer to
manage the inevitable drop-outs, ensuring they have the staff levels needed. This helps in
attracting freelancers for a few periods of time which saves the cost of the business.

TASK 2
2.1 Different recruitment methods to attract candidates for the Call Centre Operator role
METHOD-1
Advertising in newspapers
It can be describes as a method of advertising through newspaper for the desired
vacancies which are to be fulfilled by the organisation. In this method, a company can advertise
for the jobs which helps the company in attracting applicants for the vacancies.
Method Uses
This method can be used for the vacancies which are to be fulfilled and it is only useful if
the candidates of this type of job role are interested in reading of newspaper. For recruiting a
employees in a call centre, local newspapers must be used, as they are the only one who could be
interested in this type of job profile.
Why is it appropriate for a Call Centre Operator?
This method is appropriate for attracting vacancies for call centre operators as they are
the individuals who are mostly searching for local jobs in a local newpaper.
Advantages
1. It is an easy way for advertising, the advertised jobs can be seen by those who are
do not have internet or do not know how to work on PC-s.
2. Normally, these adverts are located in a specific area (pages) and are all
advertised together in the papers.
3. There are some free papers and magazines available, e.g. Metro (London
Underground papers).
Disadvantages
1. Those who know how to work on PC-s and use the internet will search online as it is a
more convenient way for them.
2. Newspaper advertisements are already printed out and they are normally not available
online.
3. If the advertising person, company is willing to make changes in terms of the
advertisements it has to contact the newspaper advertising department.

4. This might take a longer process. It can be more costly as the advertising person has to
pay after the number of words or the size of the advert.
METHOD-2
Advertising online via job boards
Job boards are the websites which are being used as a recruitment process outsourcing,
this services is being used by many of the companies in order to consumer time for recruitment.
These are well designed websites with different online tools available, such as CV design and
storage, incl. Cover letter writing options, etc.
These job boards might be well known such as Reed, Monster, Total Jobs or less known, e.g.
Caterer, Tiger recruitment. These companies provide connection between job seekers and
advertising companies to find the right candidates.
When it can be used?
This method can be used for advertising anytime for different adverts. Which helps in meeting
several aspects which are as follow:
1. Attract attention,
2. To create the readers’ interest
3. To induce desire
4. To urge to take action
Why is it appropriate for a Call Centre Operator?
This method is appropriate for the post of call centre executive as they are always
searching for a job from various job boards websites which makes easier for the organization by
providing many options in a specific segment.
Advantages
1. It is the most convenient way of advertising.
2. Those who know how to use the internet and its search engines will benefit from this
option.
3. The designed advertising features can be more hi tech with special effects and features.
4. In recent years internet-based jo boards have become very popular, e.g. Jobsite, Total
jobs, Reed, etc.
5. These sites offer a variety of services such as matching jobs by type, location and sector.
6. It allows applicants to upload their CV online.

7. Job boards can even offer CV correcting services either for free service or based on
charges.
Disadvantages
1. It can be more costly for a well -designed advert.
2. The advertising company has to watch out for internet viruses, spams, etc.
3. Only those will read them who have and can use the internet.
METHOD-3
Advertising in Jobcentre
It is a government office in a town who is displaying information and giving advices
about the available jobs and that is also being involved in the administration of benefits to
unemployed people.
Method uses
This method can be used by the company as it offer jobs to the local peoples which can help the
company in attracting local talents which can help the organization in increasing the number of
applicants.
Why is it appropriate for a Call Centre Operator?
This method is appropriate for the vacancy of call centre operator as it attracts more local
personalities who are searching for a job profile of call centre operators.
Advantages
1. As still many people go there in order to seek job vacancies or career related advice.
2. Those who tend to visit Jobcentre are mostly computer illiterate or they have arrived
from different countries.
3. With adequate job training and with a good command of spoken and written English
people can be trained easily.
4. People who apply for Call Centre Operator vacancy are mostly ambitious and target
driven, especially from generation Z and Y.
These are normally commission- based jobs where extra money can be earned on the top of
the basic salary.
Disadvantages

1. It is inconvenient to walk in.
2. Different and new jobs can come up each day which makes life even more difficult for
those who do not know how to work on PC and use the internet.
3. An appointment has to be made in advance before to be seen by someone.
2.2 The 3 most suitable ways of selection process for this vacancy
METHOD-1
CV as a sifting tool
What is the method?
 The CV-s are intended to give a picture of a person (applicant) who is seeking to find a
vacancy.
 It is written in order to meet office/ admin requirements focusing on educational and
work experience of an individual. It must contain accurate data based on facts.
 It helps the interviewer to select the right candidate for the advertised vacancy
When it can be used?
For selecting the most suitable candidates for a particular vacancy.
Why is it appropriate for Call Centre Operator selection?
Advantages
 It is quick and the recruiter company will see all the education and work history of the
candidate.
 Based on the CV the interviewer can select the best candidate.
Disadvantages
 IT illiterate people may be struggling, as even if it can be sent via post but it must be
typed in to meet office/ admin requirements.
METHOD-2
Interviewing
Competence or behaviour- based interviewing- A company can use face to face interview for
a call centre executive vacancy as it would be more helpful in determining the candidate because
of their physical presence and the candidates can be analysed in a significant manner.
When it can be used?
This method can only be used when the candidate is physically present.

Why is it appropriate for Call Centre Operator selection?
This process Is appropriate for this appropriate vacancy as it helps in analysing the
applicant in a more significant manner as it allows face to face interaction with the candidates.
Advantages
 The interviewer focuses on the interviewees (candidates) behaviour.
 The interviewer measures the candidates’ responses, answers comparing to
benchmark questions.
 Each candidate is given a score which is compared at the end of all interview
completion.
 It allows candidates with limited job experience to compete with equal or more
experienced candidates.
Disadvantages
 Face-to-face interviews are not suitable for those who are anxious or nervous.
METHOD-3
Testing
It is a method of selecting employees for appropriate vacancies by employment testing through
conducting a written test for the purpose of determining the suitability or desirability of the job.
Method uses
The tests normally contain 3 parts. For competency-based testing the candidate must possess a
good command of English both written and verbal.
Why is it appropriate for Call Centre Operator selection?
This test is being more specific for selecting a candidate for call centre operator as it
involves several written tests which can help in determining the command on English of
candidates in order to work work in a call centre.
Advantages
 The interviewer soon can find out who is the best applicant for the vacancy.
 IT test- email composing and grammar
 Telephone handling- checking the tone of the voice, dealing with customers

 Taking personal details (confidential information) over the phone (name, address, bank
card details for payment) etc.
Disadvantages
 There are people (candidates) who generally perform better in life when they are not
being watched. Interviews can make nervous some candidates and as a result of this
their performance lowers.
TASK 3
3.1 reasons for recruiting to an identified role.
3.2 Job description and person specifications
Chatterbox
Call Centre Operatives
Job Description
 Department: Call Centre/ London
 Job Title: Chatterbox Call Centre Operator
 Reporting to: Reporting to senior call centre operative/
supervisor
 Responsible for: Advertising over the phone and gaining
customers
 Important Internal Relationships: Managers, executive sales team, supervisors.
 Important External Relationships: Customers, clients, suppliers, shareholders.
Main Purpose of the Job
To keep in touch with existing customers over the phone and in person and gain new ones.

Ensuring customer expectations and meeting financial targets on daily basis.
Key Tasks and Responsibilities
 The job holder will be responsible for calling customers and adverting the
products over the phone.
 The job holder will be responsible for meeting customers on site.
 The job holder will have the knowledge of Microsoft packages: Word, Excel,
PowerPoint, etc.
 Build strong and effective working relationships with key clients.
 Achieve sales target on daily bases.
 Achieve high standards of customer satisfaction.
 Be familiar with onsite safety procedures.
 Report to his/ her onsite supervisor or senior sales manager.
 Carry out office/ admin duties.
 Able to work on three different shifts; early 08:00-16:00, mid 12:00- 20:00, late
14:00- 22:00.
Personal and Team Responsibilities
The sales’ person will be expected to be a team player. It is important that he/she will be a
‘good model’ for staff, projecting professional image at all times.
Chatterbox
Call Centre Operatives
Person Specification: Office Manager
Specific criteria Essential Desirable Met
Good telephone
manner. Fluent in
written and spoken
English. Must be a
team player.
yes
GCSE-s or yes