DEDHAM, Mass.–A new survey of 839 branch employees across eight countries has found scheduling remains a big issue for both financial institutions and their front-line staff.
The survey, conducted by Reflexis Systems, which offers workforce management and execution solutions, said the survey found scheduling issues are taking a “toll.”
“Astonishingly, 40% of respondents either called in sick, debated quitting or ultimately did quit their job over scheduling issues, while 48% of branch managers spent up to 20% of their workweek scheduling branch employees,” Reflexis Systems said in releasing the survey findings. “This figure spiked to 62% of managers at the largest banks, those with more than 1,000 branches.
Additionally, almost a quarter (21%) of employees found their current scheduling process was inequitable, the company added.
“The findings reflect what we’re hearing in the field from banks who are struggling with labor challenges, particularly as they reduce staff and optimize the number of branches they operate,” said Ron Wellman, director of Industry Marketing, Retail Banking for Reflexis Systems. “
Where Too Much Time is Spent
Among the other findings:
- 35% of branch employees are spending over eight hours per week on non-customer facing activities. The leading distractions included email (62%), administrative tasks (62%) and team meetings (59%).
- 27% surveyed reported their corporate communication methods were only somewhat efficient or worse.
“The retail industry, a first-adopter of workforce management tools and an industry banks would do well to replicate, has reported up to a 20% increase in the time employees can spend with their customers when utilizing modern activity management and communication tools,” said Wellman.
Other Findings
Other findings include:
- 84% of employees said their bank allows customers to schedule branch visits, meetings and other services online.
- 71% of branch employees reported that when customers schedule an appointment online, there’s limited or no integration at all with daily schedule forecasts or activities.