How did the HR team at Hewitt Associates retain proficient CS representatives?

Hewitt Associates was losing CS talent at an annual turnover rate close to 100 percent. When the company determined it could save millions of dollars through stronger retention of its CS representatives, HR embarked on a Six Sigma project. The HR team at Hewitt used regression analysis to determine the most important drivers of retention for the representatives. Elements of the work environment in which satisfaction is low but the relationship to retention is high were identified as opportunities for growth and training and rewards. Elements of the work environment in which satisfaction is high but the threat to retention is high if the area is neglected were work activities and managers and leadership. The team focused on solutions aligned to the retention driver areas, specifically rewards. A careful review of recent market data then revealed total compensation rates had dropped slightly below market average. A targeted group of proficient CS representatives received a market correction in their base pay. The retention rate for the group of representatives receiving the adjustment was significantly higher than the retention rate of those not receiving adjustments (96 percent vs. 83 percent). Based on this intervention, the resulting analysis revealed Hewitt was able to avoid losing an additional 80 proficient CS representatives.