Case Study: a major U.S. bank improves call center productivity and employee retention with Humanyze

A U.S. Bank Improves Call Center Productivity and Employee Retention

Humanyze worked with a major U.S. bank that saw large differences in productivity and employee retention across its call centers. The bank wanted to understand why some locations performed better than others and how to replicate those results elsewhere, using Humanyze’s Elements Platform to analyze employee communication patterns, satisfaction, work habits, tenure, and related operational data.

Humanyze found that employees with the most cohesive internal networks, especially those who socialized and communicated during scheduled breaks, were the most productive and engaged. The bank introduced a new break schedule at underperforming centers to encourage more employee interaction, reduce stress, and strengthen networks. Within one year, Humanyze helped drive a 23% increase in productivity and a 28% increase in employee retention across the call centers using the new schedule.