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People and
safety
AGL Energy Limited 54
Employee engagement
Turnover
Total turnover, which includes voluntary and involuntary turnover,
for FY2012 was 26%, a decrease from 29% in FY2011. This
decrease reflects the lower involuntary turnover in 2012 compared
to the turnover that arose from the major organisational change
programs implemented in the prior year. Voluntary turnover (or
attrition) decreased to 16% in FY2012, from 18% in FY2011.
Attrition is highest for employees in their first year with AGL and
those that are aged under 30 (27% each). Attrition in the under
30 age group is almost equal between men and women at 27% and
28% respectively. The under 30 age group is mostly represented in
AGL’s customer service centres which historically have experienced
higher attrition at 30% in 2012 than the AGL average, but at a level
that is competitive with market benchmarks for call centres.
The decrease in attrition in the customer service centres over
the last twelve months (attrition was 36% in 2011) follows the
introduction of AGL’s new recruitment delivery model. The new
model represents a significant change in talent acquisition strategy,
effectively bringing the function on-site to ensure a robust
recruitment process, improved sourcing strategies, consistent
communication of AGL’s EVP and creating enhanced candidate
experience which positively impacts company reputation.
AGL has achieved a significant year-on-year reduction in attrition in
its customer service centres – from 55.0% in 2009 to 30% in 2012.
AGL continues to focus on recruitment, training and support to
continue the trend of reducing turnover in customer service centres.
Note – the methodologies used to calculate the attrition rates
quoted above for AGL as a whole and for Customer Services are
different. Attrition for customer services has been calculated as
a proportion of the number of permanent employees, excluding
those on parental leave. Attrition for AGL has been calculated
as a proportion of the full time equivalent of permanent
employees and employees on maximum term contracts, including
people on parental leave. Prior year comparisons use the same
methodologies respectively.
Voluntary and involuntary turnover
1,2
0
5
10
15
20
25
30
24.9
19.5
26.4
18.9
28.6
18.1
22.4
15.5
%
FY09
FY10
FY11
FY12
Legend
Total turnover
Voluntary turnover (attrition)
Notes
1 Total number of departures per FTE (full-time equivalent).
2 In FY2011 and FY2012 turnover is a percentage of FTE as at 30 June. Prior to FY2011 turnover is a pecentage of the relevant 12 month average FTE.
3 In FY2012 FTE includes fixed term, permanent full-time, and permanent part-time employees on a FTE (Full-time equivalent) basis as at 30 June 2012.
Excludes casuals, labour hire and contract workers.