Hilton Reservations Applies Tactical Processes to Reduce Employee Turnover

Share Article

The Rethinking Retention Model (SM) offers three specific principles, seven proven strategies and more than 300 tested actionable tasks to improve employee retention

News Image

Facing annual turnover of 55 percent, Hilton Reservations and Customer Care (HRCC) called on The Retention Firm (SM) to conduct a retention review at each of their four centers and implement a program to reduce employee turnover. HRCC was pleased with their overall performance against aggressive business goals. However, they wondered how much better their centers could perform if employee turnover was lower and they retained more veteran agents.

Over the course of five months, The Retention Firm reviewed each process that customer service agents experienced in their first 90 days on the job. The firm then recommended proven tactics to increase the rate of employee retention among newly hired employees.

The Retention Firm applied The Rethinking Retention Model (SM), a research-based method that offers three specific principles, seven proven strategies and more than 300 tested actionable tasks to improve employee retention. HRCC found that employee turnover declined at least 20 percent each month for the first four months of the program.

Not only did HRCC improve employee retention, but they also found that business metrics improved, as quality measures reached an all-time high, cost per call improved and average handle time improved. HRCC executives are optimistic that employee retention improvements will continue.

A more detailed case study of HRCC's experience is available for download on The Retention Institute (SM) Web site at http://www.retentioninstitute.com/retention-resources.html. The case study is reprinted from Rethinking Retention in Good Times and Bad, by Richard P. Finnegan; published by Davies-Black Publishing and the Society for Human Resources Management (SHRM), 2010.

To help companies combat the high cost of employee turnover, The Retention Institute offers executives a comprehensive certification program that enables companies to measure the business impact and reduce the costs associated with employee turnover. The program is based on The Rethinking Retention Model developed by retention expert Richard Finnegan.

About The Retention Institute
The Retention Institute (SM) offers executives a comprehensive program in employee retention leading to certification as a Certified Employee Retention Professional (CERP). The program enables companies to measure the business impact and reduce the costs associated with employee turnover. The CERP program is based on The Rethinking Retention Model (SM) developed by retention expert Dick Finnegan. The model is a research-based method that offers three specific principles, seven proven strategies and more than 300 tested actionable tasks to improve employee retention. For additional information, visit http://www.retentioninstitute.com/.

About Richard Finnegan
As founder of The Retention Institute and president of Finnegan Mackenzie, The Retention Firm, Dick Finnegan is recognized by executives across people management professions as the leading thinker and advisor on employee retention. Finnegan has worked with scores of clients across six continents on employee retention solutions in industries including healthcare, energy, manufacturing, and financial services. He is the author of Rethinking Retention in Good Times and Bad, available in the fall of 2009. For additional information, visit http://www.theretentionfirm.com.

This press release was distributed through PR Web by Human Resources Marketer (HR Marketer: http://www.HRmarketer.com) on behalf of the company listed above.

###

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Adriana Saldana
Visit website