MegaBank Exec Report - Call Centre Turnover

By HayleyMoore3a1e9d2c71c54811 | Updated: June 2, 2018, 5:10 a.m.

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MegaBank Exec Report
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Call Centre Turnover 
3 years ago, 
The OD team began collecting data.
You wanted us to see
If MegaBank Call Centres could improve their staff turnover.
The mining boom was in full swing...
...good call centre staff were hard to find.
The great news is...
...we're actually doing really well!
Most call centres lose
between 25 - 40% of staff per year*
*SMH (2011), via https://www.smh.com.au/business/anz-urged-to-fix-call-centre-turnover-20110727-1i02w.html
Only 20% of staff leave

MegaBank in their first year

So we'd like to focus more
on our
Recruitment & Attraction strategies
Wellbeing
and
Career development opportunities.
Why?

We're glad you asked!
We collected demographics from existing and commencing staff...
Age 
Education
Gender
Degree
Diploma
Certificate
Measured their anxiety...
...extraversion
...and how long they stayed employed with MegaBank
Call centre work can be 
Stressful
and involves a 
Lot
of interaction with people
So we expected anxiety and extraversion levels
to predict employment length  in our call centres
We categorised staff according to their extraversion and anxiety scores
...and analysed how long it took for 50% of that group to leave MegaBank
...we call this our "Median" time to turnover.
How did each group fare?
Let's find out!
Meet
BRAD
Brad's anxiety is high,

and he's more introverted than most.

Brad's great at his job, but he finds it really stressful.
Meet
Carol
Carol's average on both
anxiety
and 
extraversion

Carol's a great team player
Meet
Megan
Megan's anxiety is low,

and she's a real extrovert

She absolutely LOVES working at MegaBank's call centre
So how long did it take
For everyone  to reach Median turnover?
34 months
37 months
22 months
While it looks like Brad leaves us too soon compared to the others...
It's really not so bad.
We found that we typically don't lose staff
in their first 6 months of employment
Which means our ROI exceeds training costs for the earliest of 'leavers'.
And here's a secret

from the

OD team...

...Turnover's not always a bad thing.
Wait...
What???
No, really!
Call centre jobs aren't long-term careers for everyone.
and people can become

Demotivated,
Disengaged
and
Disruptive
...if they stay in jobs they don't love for too long.
And that's no good for the employee...
...our customers...
or
our shareholders.
And while it's sad to say "goodbye" to our Carols...
...we have to accept that they have other missions to conquer.
But what about Megan?
She loves it here!
Industry-wise, the top reason Call Centre staff leave...
...is due to poor career-advancement opportunities.
So we need your support so we can develop and retain our Megans...
...and we need to improve our wellbeing programs to make sure we look after our staff
...(especially our Brads).
We also want to refine our recruitment process...
...to make sure we attract more applicants to our job openings.
Thanks for the opportunity to present our findings...
We look forward to hearing from you soon!
MegaBank OD team

MegaBank Exec Report - Call Centre Turnover

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