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2 Staff turnover increases at Telemarketing Ltd The human resources manager at Telemarketing was under pressure to solve marketing organisations in the country. It sells insurance and other financial the problem caused by so many staff leaving. Recent data gathered about products directly to consumers rather than using banks or insurance brokers staff are shown below: as intermediaries. Seventy-five per cent of staff are telephone sales people. They have two ways of selling the products. Either they 'cold call' potential 2011 2012 2013 customers from telephone directories or they receive calls from interested Labour turnover 15 20 45 members of the public responding to advertisements. All telephonists work (% of staff leaving each year) at individual work stations. All of their calls are recorded and monitored by supervisors. Rest time is strictly controlled and excess rest periods lead to Staff absence (average % of 5 7 9 pay being reduced. Employees are paid a low basic time-based wage, plus a total staff absent) small commission payment. Because of the nature of the job - telephones must be operated 18 hours per day - there is no available time for meetings The efficiency of the business was being badly affected by these trends. between all of the staff and workers. The main form of communication is a Recruitment and training costs and covering for absent staff were all daily newsletter, which is pinned to all work stations at the start of every shift, reducing the profitability of the business. Since it was set up five years ago, giving details of daily sales targets for the whole business. Telemarketing has grown rapidly and is now one of the largest telephone direct [30 marks, 45 minutes] 1 a Define the term 'time-based wage'. [2] 3 Explain how the principles of job enrichment could b Briefly describe the term 'commission payment'. [3] be introduced into this business to help staff achieve 2 Referring to the work of two motivational theorists, 'self-actualisation'? [8] explain the likely reasons for the employee problems Recommend a pay system for staff in Telemarketing at Telemarketing. [6] that will encourage long-term motivation. Justify your recommendation. [11]