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Setting the scene of employee engagement in South Africa

Optimisation of frontline telling staff for a leading South African bank

Case Studies

01 December 2016

R15.3M SAVING, STAFF UTILISATION FROM 37% TO 61% AND ATTRITION COST DECLINED FROM 3.2% TO 0.3%

Business Challenge

Our client, one of the largest full-service banks in South Africa, operates a vast retail network, employing 1,102 tellers in 243 metropolitan branches around the country.

The bank initiated pilot studies of flexible staffing for its front-line tellers in 1998.

Branches had used temporary staff for many years. ‘Temps’ were employed on an ad hoc basis, to supplement the core staff during transaction peaks and valleys (month ends, Saturdays, etc).

Efforts to introduce a fully-fledged flexible staffing model were limited.

When the client initiated a pilot in April 1998, temporary tellers accounted for 3% of the bank’s teller complement.

Quest Solution

Quest pioneered flexible staffing solutions with our client. Flexible staffing represented a complete break with earlier, generally accepted industry practice.

The pilot was initiated in 3 branches, and although 76 branches were in the process of adopting a flexible staffing model within a year, only 79 tellers (4% of the total complement) were “scheduled” and assigned to regular shifts.

Due to industry competition, cost reduction pressures, and incremental success, flexible staffing was steadily adopted over a period of 4 years.

In time, the bank approved flexible staffing nationally, and regional roll-outs began in 2001 with rapid deployment and significant improvement in business outcomes for our client.



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