Question $1$

Performance Measurement for a Telecom Customer Service Representative

Background: Imagine you are the HR manager for a leading telecommunications company in Canada. The

company provides a range of services, including mobile and internet plans. The customer service

department plays a crucial role in ensuring customer satisfaction and resolving issues efficiently.

Scenario: John is a customer service representative with three years of experience in the company. He

handles inquiries, complaints, and service requests from a diverse customer base. The company is keen

on evaluating and improving the performance of its customer service team to enhance customer

satisfaction and loyalty.

Using the BAR scale list out $4$ core competencies that the representative would be assessed upon and

use behavioural anchors to assess each competency and place them on a rating scale.

Using the BOS scale analyze $5$ job specific task proficiencies to establish and evaluate performance

dimensions. Place them on a rating scale.