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 LINGUISTIC HIRE

TYPE
>3.00 EXCELLENT
2.76 - 3.00 REGULAR
2.39 - 2.75 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 Average Age for Male Average Age for Female

January

February
March
April
May
June
July
August

September

October

November

December
 No. of hires

Hiring Month # of Hires # of Male Hires # of Female Hires

January
February
March
April
May
June
July
August
September
October
November
December

Grand Total
 Recruitment Churn
Days to process and hire from date of application to date of hiring

Hiring Month 1 - 10 days 11 - 20 days 21 - 30 days 30 - 40 days > 40 days

January
February
March
April
May
June
July
August
September
October
November
December

Grand Total