first_imgRelated posts:No related photos. Previous Article Next Article Comments are closed. Domesticand General is planning to increase the proportion of staff aged over 50 at itsNottingham communication centre after a drive to hire older workers helped cutrecruitment costs by half.HRmanager Ruth Ebbern Robinson said the firm has been so pleased with thecontribution of its older workers that it plans to increase the proportion ofits 570 call centre staff aged over 50 from 7 per cent to 20 per cent.Shetold Personnel Today an older workforce has many benefits, such as lower staffturnover, people wanting job stability and more conscientious workers.EbbernRobinson said D&G, which provides domestic appliance repair protectionplans, has found that older call centre staff are often better at dealing withpeople who have broken goods.”Matureworkers have an empathy and familiarity with our business area, since theythemselves have had experience of the kinds of problems our customersface,” Ebbern Robinson said.Shesaid hiring older workers has helped reduce the average cost of recruiting andtraining a new call centre worker.”Althoughthere is no specific figure on the cost saving in recruitment for olderworkers, since it is part of a number of initiatives, the retention focus ofD&G and the mature workers’ recruitment and retention initiative have bothreduced recruitment costs by 50 per cent, which directly helps the company’sbottom line,” she added.Thecompany, which has been named one of the champions of the Government’s AgePositive campaign, uses photos and case studies of older workers in itsadvertisements and runs open days so potential staff can see the call centre inaction.Prospectivestaff are initially interviewed over the telephone to reduce any chance of agediscrimination and to reveal how they come across.ByQuentin Reade Firm to increase number of over-50s in workforceOn 11 Jun 2002 in Personnel Todaylast_img

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