A U.S. Bank Improves Call Center Productivity and Employee Retention
What makes employees in call centers more productive?
A major U.S. bank noticed that their call centers varied greatly in productivity and employee retention. They wanted to understand why specific locations were more successful than others and to recreate this success at other locations.
Measuring how employees actually work
Humanyze deployed Badges across a model call center to measure face-to-face communication and gathered digital data from their call logging software and job attitude surveys. This data was segmented by staff work schedule, break schedule and staff tenure.
The U.S. Bank’s used the Humanyze Elements Platform to analyze digital and badge data and to map communication patterns against internal KPIs. They discovered that the employees with the most cohesive networks, those who regularly socialized and communicated with others in the office, had the highest levels of productivity and engagement. The majority of this communication happened during scheduled break times when employees are able to connect with co-workers in the office.
Syncing employees’ break schedules improved call center hold time by 23%
By measuring and analyzing the break schedules and communication patterns of employees, the U.S. Bank understood how their top performing call center worked. They implemented a new break schedule at other centers to boost interactions between employees, decrease stress and build cohesive employee networks. Within one year, the bank saw a 23% increase in productivity in all call centers with the new break schedule and employee satisfaction led retention rates to increase by 28%.