TSC Awards Case Study 2009: Lifestyle patterns and flexible shifts

How radical changes and thorough consultation cut absence by 43%, tripled applicants per job and saw cross-sales surge by over 66%.

Find out how workload changes triggered a radical review of working patterns at TSCs centres in Kilmarnock, Rothesay and Dunoon. After surveying how people wanted to work, resource planners created a powerful model to enable  people to opt for a personal lifestyle pattern or receive a financial incentive for being fully flexible and covering the full spectrum of shifts. This approach drove employee engagement up 10%, attrition down 32% and applicants per job tripled. What’s more, applying the model has helped TSC improve the service it provides for its client. Sales through service is up more than 66%.


  •  Agent absence down 43%
  •  Agent attrition down 32%
  •  Applicants per job up 315%
  •  Sales through service up over 66%
  •  Customer satisfaction up from 69% to 73%
  •  Forecast £250,000 cost saving for next budget year

Read the full Case Study

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