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E-Commerce Business Boosts Productivity 40% by Reducing Absenteeism and Attrition

Our client is based in the UK and is the number one supplier in omnichannel technology solutions, supporting leading retailers and retail brands in managing their e-commerce operations. With circa 7,000 employees, our supplier provides a seamless customer journey, helping their clients perform in a competitive market and build brand loyalty by efficiently meeting customer demand.

E-Commerce Business Boosts Productivity 40% by Reducing Absenteeism and Attrition

Client

Retail e-commerce specialist

Contact

Shujon Miah, Blue Arrow Account Manager

Sector

E-Commerce omni-channel fulfilment solutions provider

Staffing Type

Warehouse operatives, email, and web chat customer service operatives
80%
Reduction in absenteeism
14000
Hours per week delivered
60%
Reduction in attrition rates

Recruitment Challenge

As demand for online retail increased, our client realised a need to improve their workforce planning to meet peak periods.

Alongside this, our client had the challenge of increasing staff attrition, which added to the pressure on their workforces. These shifting demand patterns led to inefficient utilisation of workforces, which led to an increase in attrition rates from unhappy staff. Unexpected shortfalls in staff can prove a problem for employee morale, as well as productivity and meeting demand. These increasing absenteeism and attrition rates added to the strain experienced by their workforces.

Recruitment Challenge

Recruitment Solution

To meet peak period demand and to reduce disruption, we recommended a series of operational changes, which the client was able to implement quickly. In line with the increasing demands of the industry, and the short notice staffing requests, the team utilised a reactive approach to staffing. This saw the team quickly overseeing 360 staff, from the original 40+ customer service and 80+ warehouse operatives.

Our approach to solving the increasing attrition rates and absenteeism was to gather information from the workforce, including reviewing exit interview information, for staff pain points. This research highlighted the shift in work patterns as a recurring issue. By segmenting the workforce into nine teams, we were able to support the workers’ preferred hours with an extended working week that benefitted both the workforce and our client through better fulfilment and utilisation of hours.  Our client was able to introduce rotating shifts which gave staff reliable working patterns and days off. 

Recruitment Solution

Recruitment Journey

A permanent on-site presence, including a dedicated Blue Arrow Account Manager and two Account Coordinators, oversaw recruitment and training, and provided ongoing management of the temporary workforce. Two Lead Associates were also assigned to work alongside different shifts to motivate staff, manage attendance and support performance, which has boosted workforce productivity. 

We supported our client in increasing cross-training and support to ensure that employees were equipped to work within different client brands. We also focused on improving the new-starter onboarding process with a week-long induction programme, undertaken by specially trained staff.

Recruitment Journey

The Results

The recommended changes to shift rotas, staff management, new-starter training and cross-brand training, gave the client the flexibility needed to meet order volumes while improving staff conditions and morale.
This led to:

  • Reduction in absenteeism from 10% to 2%
  • Reduction in attrition rates from 25% to 10%
  • Increased productivity by 40%, with 14,000 hours delivered per week

Through the increased productivity from reduced absenteeism and attrition, our client was able to invest in the additional recruitment and training measures while remaining within budget. 

 

The Results
Blue Arrow has successfully boosted our profile as an employer locally and introduced operational changes that have delivered significant productivity and efficiency gains while introducing more flexibility and gaining high levels of employee commitment.
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