Reflexis International Branch Banking Survey: Bank Branch Labor Scheduling Frustrates Employees, Forces Managers to Focus on Non-Customer Activities & Hurts the Bottom Line
40% of branch employees called in sick, threatened to quit or quit in the past year over scheduling issues, while nearly half (48%) of branch managers spent at least 20% of their week on scheduling
Dedham, Mass., February 20, 2019: Reflexis Systems, Inc., the leading provider of intelligent workforce management and execution solutions for multi-site businesses in banking, retail, food service and hospitality, today announced the results of their first annual International Branch Banking Employee Survey, which revealed that banks are still facing challenges born out of the rise of digital banking, namely bank branch scheduling and activity management, and that they’re seeking tools to streamline the process.
The survey, which polled 839 branch employees across eight countries, including the U.S., Canada, UK, France, Germany, Spain, Poland and Italy, sought to understand the hurdles facing branches, including scheduling processes and tools, customer appointment setting and activity management.
Scheduling Takes a Toll on Employees and their Managers
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. 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, with both Poland (29%) and Germany (26%) leading in dissatisfaction.
An accurate and equitable scheduling process is of utmost import as they survey found it impacts not just employee engagement, but the banks bottom line via sick pay and retention of talent.
“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. “From employees on up to management, they’re frustrated with the previous generation of tools and executives are seeking more modern solutions to more accurately forecast demand and more nimbly and equitably schedule the right employees at the right branches.”
Too Much Time Spent on Non-Customer Facing Activities
Any time spent by bank employees that isn’t generating new business or delighting existing customers ultimately trickles down to impact the bank’s bottom line.
Yet more than a third (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%).
To compound matters, more than a quarter (27%) surveyed reported that 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.
Customer Appointment Setting Could be Better Integrated with Schedules
As alluded to previously, banks need to be at minimum, adequately servicing their existing customers. Face time leads to increased branch sales.
The good news is that 84% of employees said that their bank allows customers to schedule branch visits, meetings and other services online.
Of concern for branches is that nearly three quarters (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.
These numbers stress that there is room for improvement when it comes to syncing branch labor and customer demand, a challenge that leading banks using modern workforce management solutions have recognized and solved for.
About the Survey
Reflexis Systems polled 869 bank branch employees across eight countries, including the U.S., Canada, UK, France, Germany, Spain, Poland and Italy, to gain insight into the hurdles facing branches as it relates to workforce scheduling, including scheduling processes and tools, customer appointment setting and activity management. The survey was conducted from January to February of 2020. To view the full results, click here.
About Reflexis Systems, Inc.
Reflexis Systems is the leading provider of intelligent workforce management, execution and communication solutions for multi-site organizations in retail, food service, hospitality, and banking.
The Reflexis ONE™ intelligent work platform is used by our customers across the globe to simplify execution, improve communication and optimize labor decisions. Today, over 275 leaders in retail, food service, hospitality, and banking are leveraging Reflexis ONE™ to achieve measurable improvements in customer engagement & associate productivity and retention.
Reflexis Systems is privately held and headquartered in Dedham, Massachusetts and has offices in Atlanta, Columbus, London, Düsseldorf, and Pune (India), with additional sales presence across Europe and Latin America.
For further information, please visit www.Reflexisinc.com
Reflexis Systems, Inc.
Peter Czyryca, +1 (781) 493-3400 x351
Manager, Public Relations & Analyst Relations