Pay close attention to detail. Business Human Resources Management.
Summary
The company in this scenario is a retail establishment with an online presence. There are approximately 500 employees. CUSTOMER SERVICE employees are in a call center environment handling online customer inquiries while SALES employees are typically in the brick and mortar store.
For the previous calendar year, the company had a total of 75 terminations with 81% being voluntary terminations. Below is a chart of these terminations separated by tenure. 23% of these employees left in the first 90 days and 40% within the first year. The company also tended to lose employees between the 2 year and 5 year mark (35%).
|
|
Overall |
|
|
|
Count |
Percentage |
|
First year |
30 |
40% |
|
90 days |
17 |
23% |
|
1-2 years |
17 |
23% |
|
2-5 years |
26 |
35% |
|
More than 5 years |
2 |
3% |
|
Total |
75 |
|
CUSTOMER SERVICE has the highest departure with 33% of the overall terminations followed by SALES (23%). The company tended to lose employees within the first year (64%) in CUSTOMER SERVICE and after 2 years for SALES and MANAGEMENT (59% and 53%, respectively). The company lost 44% of CUSTOMER SERVICE employees in their first 90 days.
|
|
MANAGEMENT |
SALES |
CUSTOMER SERVICE |
|||
|
|
Count |
Percentage |
Count |
Percentage |
Count |
Percentage |
|
First year |
3 |
20% |
4 |
24% |
16 |
64% |
|
90 days |
1 |
7% |
1 |
5% |
11 |
44% |
|
1-2 years |
3 |
20% |
4 |
24% |
5 |
20% |
|
2-5 years |
8 |
53% |
9 |
59% |
5 |
20% |
|
5+ years |
1 |
7% |
0 |
0% |
0 |
0 |
|
Total |
15 |
20%* |
17 |
23%* |
25 |
33%* |
* Percentage of overall terminations
The company has implemented an online Employee Exit Interview which has a participation rate of approximately 50%. Half of the employees who completed the survey were with the company for more than 2 years and the majority were SALES (43%) followed by CUSTOMER SERVICE (37%).
The reason for the majority of the departures (60%) were for opportunity for growth in a new arena or industry. Relocating, financial reasons, and returning to school each accounted for 13% of the departures.
Compensation may have played a role in their decision to leave the company. It was not a factor in nearly half of the employees (46%) but was a major factor for 40%. This dichotomy can be explained by evaluating the individual departments. It was a major factor for 42% of SALES. While it was not an issue for CUSTOMER SERVICE with 50% indicating it was not a factor and 33% indicated it was a minor factor. Other factors that played no role or a small role in departures included:
· Culture - not a factor for 66%; a minor factor for 26%
· Relationship with supervisor - not a factor for 73%
The items staff feel the company does well include: communication with direct manager (79%), providing meaningful work (50%), and job training (36%). Communication with direct manager ranked high with both CUSTOMER SERVICE and SALES (67%, 86% respectively). Providing meaningful work (71%) and Communication with senior manager (57%) also ranked high among SALESs.
Areas the company could improve include: Opportunities for career development (71%), Competitive compensation package (50%), and Managing workload (36%). For CUSTOMER SERVICE and SALES, Opportunities for career development and Competitive compensation package ranked the highest.
Overall, departing employees were happy working at the company with 93% either very happy or somewhat happy.