SCENARIO

You are the HRD Manager at Cellular Today, a cellular service provider selling mobile devices and wireless connectivity to customers for data and telephone calls. Cellular Today has recently embarked on a growth strategy. So as to support the implementation of the growth strategy, the Cellular Today Management Committee have identified that

the company needs to boost sales while keeping costs as low as possible. You suggest to the Management Committee that this be achieved through the appointment of $20$ contact centre sales agents who have a matric, but who do not have any post$-$school qualifications and work experience. Appointing contact centre sales agents who have a matric, but no work experience or post$-$school qualifications, presents a couple of advantages for Cellular Today including:

$$ This will keep remuneration related costs down as the contact centre sales agents will receive entry level salaries.

$$ Matriculants with no work experience are $$blank slates$,$ which will make it easier to train them in Cellular Today$$s

specific methods and practices. In turn, once trained, these contact centre sales agents should readily and effectively

be able to apply Cellular Today$$s methods as they do not come with the $$baggage$$ of other companies$$ practices

QUESTION $4(25$ marks$)$

Two years have passed since the appointment of the contact centre sales agents, and now only eight remain. These eight

remaining contact centre sales agents are high performing employees and regularly exceed their performance targets. As

HRD manager you are impressed with the commitment and conscientiousness shown by these eight contact centre sales

agents, and you believe that it is important for Cellular Today to assist them with their career management, but first you

need to secure the buy$-$in of the Management Committee.

As HRD manager, prepare a report to the Management Committee, identifying the relevance and importance of career

management for the employees of Cellular Today, and make recommendations for its implementation.