Scottish and Southern Energy slashes staff attrition: Better, shorter induction program helps to double customer‐satisfaction ratings

Abstract

Purpose

Describes a new induction program at a Scottish and Southern Energy contact centre, which has slashed staff attrition and helped to double customer‐satisfaction ratings.

Design/methodology/approach

Contrasts the old, 12‐week induction program, which was heavily geared towards imparting knowledge, with the new five‐week program, which is more concerned with developing skills. Presents the views of the managing director of the training company responsible for reforming the induction program, and comments from Scottish and Southern Energy executives.

Findings

Reveals that recruitment costs have fallen by £60,000 a month, customer‐satisfaction ratings for calls handled by new starters have risen from around 40 percent to around 80 percent, and new employees take less sickness absence.

Practical implications

Provides plenty to interest call‐centre managers struggling to reduce high levels of employee turnover.

Originality/value

Describes how the new induction program is helping to change the organizational culture among established call‐centre employees.

Citation

(2007), "Scottish and Southern Energy slashes staff attrition: Better, shorter induction program helps to double customer‐satisfaction ratings", Human Resource Management International Digest, Vol. 15 No. 2, pp. 14-17. https://doi.org/10.1108/09670730710735690