This insurance company was experiencing high sickness absence rates, which was having a negative effect on call answer rates and service levels.

Following a initial review of the statistical data and discussions with the management team, it became clear that the high level of sickness absence was part of a wider issue relating to the effectiveness of the Team Leader population.

Several new processes were adopted including 'back to work' interviews, home visits for employees on long-term sickness and rehabilitation plans with detailed return to work timetables.

In addition, a series of initiatives were introduced to improve the quality and efficiency of the Team Leaders.

Over a period of time, the sickness absence rate for this company was reduced from over 13% to below 5%, affecting a tangible improvement in overtime spend, call answer rates and call abandon rates.