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20160322 CASO Paolo Lombardo
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Business students and HR professionals interested in case studies on employee retention and management strategies.
TL;DR
This case study examines Call You Services, a Spanish call center facing a 35% increase in staff turnover since 2014. The primary reasons identified are demanding management and inflexible work hours, despite offering 30% higher salaries than the industry average. The video prompts viewers to propose short-term HR solutions.
Key Takeaways
- Call You Services, a Spanish call center founded in 2006, faces a significant HR challenge with a 35% increase in personnel turnover since 2014.
- The primary drivers for voluntary employee resignations are identified as overly demanding direct management and inflexible, intensive work schedules.
- Despite offering salaries 30% above the sector average, Call You Services struggles with high employee turnover, indicating compensation is not the root cause.
- The company operates with 70 employees, 40 of whom are tele-operators working in two shifts to cover service hours from 9 AM to 10 PM.
- Exit interviews reveal that the demanding nature of direct supervision and rigid work hours are the most significant factors influencing employees' decisions to leave.
- The case study prompts a discussion on short-term HR strategies to mitigate employee rotation within the company.
- Employees are covered by the collective bargaining agreement for the information sector, with salaries set above the minimum stipulated by the agreement.
In This Video
- 00:00Introduction to the Case Study
Introduction to Paolo Lombardo and the case study for the HR module.
- 00:13Company Overview: Call You Services
Call You Services is a Spanish call center founded in 2006, offering customer service and surveys.
- 02:04Workforce and Shifts
The company has 70 employees, 40 are teleoperators working in two shifts from 9 AM to 10 PM.
- 02:38Employment Context
Most employees are covered by the collective agreement for the information sector, adhering to Spanish labor law.
- 03:00The HR Problem: High Turnover
Since 2014, Call You Services faces a 35% increase in staff turnover, mainly due to voluntary resignations.
- 04:19Reasons for Resignation
Exit interviews reveal two main issues: demanding direct management and inflexible, intensive work hours.
- 05:04Compensation and Discussion Prompt
Salaries are 30% above the sector average, not a primary reason for leaving. A short-term HR solution is requested.
Questions & Answers
What is the name of the company discussed in the case study?
The company discussed in the case study is Call You Services, a Spanish company founded in 2006.
What services does Call You Services provide?
Call You Services operates as a call center, providing customer service reception and conducting surveys for its clients.
What is the main problem Call You Services is facing?
Call You Services is experiencing a significant increase in personnel rotation, with a 35% rise since 2014, primarily due to voluntary resignations.
What are the main reasons employees are leaving Call You Services?
Employees are leaving due to demanding direct management and inflexible, intensive work hours. The compensation is not a primary factor as it's 30% above the sector average.
What is the proposed short-term solution for Call You Services' HR problem?
The case study asks participants to suggest short-term HR solutions in a discussion forum to reduce employee turnover.
Key Terms
- Call Center — A centralized department that handles telephone calls for an organization, managing customer service, sales, or surveys.
- Personnel Rotation — The rate at which employees leave an organization and are replaced by new hires.
- Voluntary Resignation — An employee's decision to leave their job freely, without being forced or pressured by the employer.