T-Mobile reduces sickness absence using company choir

T-Mobile has reduced its sickness absence rates by 50% since it introduced a motivational choir at its contact centre in Merthyr Tydfil, Wales.

The Sing and Inspire programme was introduced in April 2011. More than 200 employees take part in the vocal health training and vocal power course, while 100 employees participate in the choir.

The resulting 50% reduction in sickness absence rates takes these to an 11-year low for the organisation.

Allison McCarthy, premier service operations manager at T-Mobile, said: “We have by far exceeded the objectives we set out early in the partnership and we are delighted with the results.

“The reduction in sickness rates has saved the business around £80,000 per year for those trained and could convert to £500,000 per year if training was completed across the entire site.

“Furthermore, a 1% increase in customer satisfaction levels delivers an increase in revenue of around £300,000. The figures of a 41% increase in customer satisfaction are a real coup for the Merthyr contact centre.”

“Here at T-Mobile, we already have a highly motivated workforce, so to take that a step further is a fantastic achievement. We have had some great feedback from those involved in the training, with 100% rating it as very good or excellent.

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“Some employees even come in on their days off to attend training.”

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