Case Study – PNC Bank

Situation
  • Turnover rates were 50% among Tellers and increasing
  • Turnover costs were increasing
    • Cost to train a new Teller >$7k
  • No prior efforts to address retention
Approach
  • Conducted study to identify causes
    • Obtained data from current and past Tellers and management
  • Made recommendations to address primary turnover causes identified
  • Created, managed and measured pilot program to test study recommendation

✓ Client provided with data to understand extent, causes and costs of turnover
✓ Efforts to reduce turnover incorporated in HR processes from recruiting to training to day to day management of tellers
✓ Turnover rates decreased by 25% in pilot
✓ Cost savings nearly $100k in pilot alone
✓ To date 18 employees hired