In today's uncertain economy, organizations are making the decision to become leaner, or to do more with less. The human resource (HR) department has to be very strategic in the decisions that they make when deciding to retain workers or recruit workers for key positions. In essence, as stated in an article from 1996, it is truly a War for Talent (Chambers, Foulon, Handfield-Jones, Hankin, & Michaels, 1998). The theme has not changed much over the last decade, but the incentives used to retain and recruit employees have. Tuition reimbursement is one such incentive that organizations use to retain and recruit talent. This incentive is usually part of the benefit package and has positive impacts for the employee and the organization. On the employee side, they are able to receive a no cost education, from a reputable learning institution, which may increase their marketability and self-worth. For the employer, they receive a more knowledgeable employee who can share that knowledge with others in the workplace. This study addressed the impact of tuition reimbursement on retention and recruitment efforts in two selected organizations. These companies use call centers as a basis for customer service operations. In this instance, the call center is focal point of contact with the consumer and has the greatest effect on customer retention. Call centers historically have a high turnover rate, and therefore the expenditures on benefits and retention and recruitment efforts are significant for company success. The study compared two organizations to ascertain if the effects of tuition reimbursement on recruitment and retention could be generalized throughout the marketplace.
|Subjects||Management; Adult education|
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