Giving generous leave for employees to take time to go to school, allowing employees to do homework during the workday, and being sensitive to employee needs to balance work and school will generate goodwill. Response 2: Split job functions

This is a disaster waiting to happen! First of all, individuals who are forced to multitask invariably commit more errors, no matter how much more money the employees are being paid to handle the additional workload. Customer service is a vital part of the company's success, yet the employees on the phone will be distracted when they simultaneously...

Dealing with the dealer's anger generated by poor service from call center operators and addressing the errors that are more likely to occur on the dealer's forms, combined with the additional compensation for the workforce, make this solution 'penny wise but pound foolish.'
Employees within the department should fulfill one of the two job functions: either answering phones and interacting with dealers, or filling out dealer forms. This is ideal because it is likely that it would be possible to use the more 'people-oriented' employees on the phones, while the more mathematically astute employees could focus upon the calculations. Allowing employees to play to their strengths would generate the best results.

Another possibility is to split the day into two halves: the first half when employees take calls, the other half when employees fill out the forms. However, this would require reducing the hours the phone lines were open for calls, generating more customer dissatisfaction, or it would require paying employees more in overtime and thus reduce the cost savings engendered by not hiring more employees.