1.

IR 1: Documenting HR's effect on company performance

2. Key points:

3. Choose one of the issues discussed in the article to analyze how it is

conducted/practiced in Vietnam (based on students’ working
experience) with data/info supported (citations required).
Currently, I have worked at the Call Center Department at bank for 5 years. One of the most
important indices to measure our department’s performance is abondance rate – the rate
of the number of customers the hotline cannot support when they call. Thus, in 2021, the
HR has required that the Contact center should apply the contribution linked pay policy
(CLP), which has already been implemented in other divisions since 2017, enabling
employees to determine their own incomes. The mechanism is that besides the salary on
the contract, when the agent meets the conditions (such as the number of calls they answer
exceed the given number and they do not hit knock-out rules), they will be paid more for
the extra calls they gain. This adjustment made a significant change in the productivity of
most Call center agents. They are encouraged to receive more calls by minimizing their
break time and focus to solve the call fast. This amendment in remuneration policies does
not only help to accurately reflect contributions made by individual employees but also
promote high performance culture inside the Bank, and increase competitiveness on the
market.