Background A not-for-profit organisation (NPO) came to us with concerns about its increasing costs of ongoing recruitment and associated operations. The senior management team had noticed higher levels of absenteeism and turnover, coupled with a drop in the calibre of recruits being supplied by agencies, all of which was having a negative impact on both staff morale and the bottom line. The National Call Centre supplies 65% of the national weekly donations required to support this critical community service, but the cost to meet weekly targets was growing, in the form of overtime, reputation and team morale. This was compounded by a change in the business-funding model, meaning the call centre also needed a new way to source, collect and manage donations. This dramatically chan

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