A UK call centre has bucked the upward trend by reducing staff attrition by
almost 30 per cent after a radical overhaul of its management system.
Fujitsu Services employs around 3,000 call centre staff and has increased
revenue and cut operating costs by a quarter.
Overall staff turnover dropped from 40 per cent to 12 per cent, but in some
areas of the business staff turnover has fallen to as low as 6 per cent.
Fujitsu traditionally measured staff by volume, looking at things like the
number and length of calls, but it found 50-70 per cent of all calls were
preventable.
A system called ‘sense and respond’ introduced a culture where staff were
encouraged to solve the root cause of customers problems and assessed staff on
how they addressed problems.
The firm implemented a major training programme for managers and staff,
teaching them to analyse customer problems and eliminate the root cause.
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Steven Parry, head of call centre strategy and operational development at
Fujitsu, said: "I think staff became more motivated and finally felt they
were being listened to."
"The business gained a wide range of tangible benefits."
