Helping Bristan Group retain experienced staff

The Challenge

Losing staff with specialist knowledge is expensive, and high staff turnover can be demoralising for those who stay.

Bristan Group were struggling to retain staff in their customer contact centre because of attrition and absenteeism, and wanted our help to understand the underlying cause.

They wanted to:

• Reduce attrition and absenteeism
• Retain staff expertise
• Generate positive PR and attract top talent

Why Best Companies?

A place on our Best Companies to Work For list, published by the Sunday Times, would give Bristan Group recognition on a national platform to help them attract top talent.

Our unique methodology also offered them the means to look at employee engagement in their customer contact centre to identify the reasons behind their attrition problem.

The Solution

The Advance package

Workplace Insight Pro enabled Bristan Group to drill down into their b-Heard survey data by department, allowing them to see anonymous survey responses from staff in their customer contact centre.

The data showed which of our 8 factors of engagement had lowest scores among customer contact centre staff, allowing Bristan Group to start addressing the root causes of attrition and absenteeism in the department.

MC³ showed the business how their managers were affecting engagement levels, and gave them accurate data they could use to have more meaningful conversations with senior employees.

Positive Impact

“The partnership that we have with Best Companies over the last 8 years has had a huge, positive impact on the culture of our organisation. The reports give our managers the tools they need to have great discussions with their team members. The data highlights the areas where we have strength, but, more importantly, where we need to improve to deliver a great place to work for all of our employees.”

Joanne Hatton, Bristan Group HR and Customer Contact Centre Director

The Outcome

Over 12 months, Workplace Insight Pro helped Bristan Group to cut attrition in their customer contact centre from 30% to 15%.

They also reduced absenteeism to 2.89% – a below-average level for a call centre.

Bristan Group’s Best Companies Index (BCI) score has increased by an average of 2.25% a year since 2011, taking them from One to Watch accreditation status to 2 Star.

They entered the Best Companies to Work For list for the first time in 2017, taking the number 70 spot.

“The survey ensures that everyone’s on the same page and we use the data to drive and deliver visible changes.”

Joanne Hatton, Bristan Group HR and Customer Contact Centre Director