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Banorte - Contact center
Improvement employee experience with People Analytics

Project objective: Reduce turnover in the Call Center.

Project date: 2018.

This project was carried out by the People Analytics business unit of VON DER HEIDE before the spin-off and subsequent establishment of the company PeopleOPTI.

About Banorte:

Grupo Financiero Banorte, S.A.B. de C.V., commonly known as Banorte and also as Ixe, is a Mexican financial and banking institution headquartered in Monterrey, Nuevo León. It is one of the four largest banks in Mexico in terms of assets and loans and the longest-serving administrator of retirement funds (afores).

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Grupo Financiero Banorte operates its commercial bank under the Banorte and Ixe brands, offering savings accounts, credit cards, loans, mortgages, and commercial and auto loans. Its outstanding loan portfolio was $35 billion USD in 2014. The company is listed on the Mexican Stock Exchange and Latibex.

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Banorte has 1,269 branches and 7,297 ATMs throughout Mexico. It also accepts deposits through 5,200 commercial establishments such as pharmacies, grocery stores, and supermarkets. Source: Wikipedia

About the project:

Based on the application of a scientific methodology, 22 analytical insights (validation or refutation of hypotheses) were generated regarding the drivers of turnover using advanced analytics models.

Of the 22 insights, the top 6 with the strongest statistical significance on turnover were discovered. These 6 insights served as the basis for an action plan supported by data and predictions.

Banorte was able to work for 2 years with an action plan based on 23 improvement initiatives, which successfully reduced voluntary turnover over time.