Lloyds TSB Contact Centres
Labovitch led a bank initiative to reduce sickness absence of contact centre agents. Initially the Labovitch team interviewed staff at contact centres in NE England and Wales to discover the causes of absenteeism. Management information was analysed to determine absence trends. The project recommended constructive changes to increase staff motivation, including enhanced team working and improving contact centre processes. We worked with Lloyds TSB to plan and deliver a major change programme which reduced agent sickness absenteeism by 50%.
