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Case Study

Retail Call Centre

Bridge worked with a retail bank’s call centre to improve the talent management and employee engagement. The results included:

Staff Attrition
Down 42% year 1, down 12% year 2

Absence Down
28% year 1, down 9% year 2

Staff Survey
87% of responses better than company average

Service Levels Up
45% year 1, up 31% year 2

Customer Satisfaction Up
up 10% year 1 across all channels, up between 2% and 35% year 2

 

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Talent Management and Employee Engagement

Executives and academics across the world have consistently reported an acute and worsening shortage of the talent needed to run divisions and manage key business functions.

The talent challenge is driven by three global trends:

We help senior leadership teams to create transformational programmes to recruit, manage and retain the best talent.

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