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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).

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.

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.

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