"Darryl mentioned one could 'train agents better', I agree with this however as a trainer this is significantly impacted by the quality of the workforce recruited. Poor quality letter writing can be trained but its so much more effective to recruit staff who can write letters accurately in the first place."
That's a good point. Would you propose some kind of written 'essay' or similar within the recruitment process? Once upon a time I had to write an essay during a graduate recruiting run, and I recall feeling that others seemed to be horrified at the prospect, whilst I felt reasonably fine about it.
My concern would be that there is no direct correlation between natural writing ability and effectiveness in the workplace assuming that the role does not carry a heavy emphasis toward the written word.
Also, as you'll no doubt know, we have to be willing to accommodate people whose writing capabilities are masked by such things as dyslexia - we can't be seen to discriminate, you know.
John
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