A-Level Business: HR Data, Which Contact Centre Site Should Get the Retention Budget?

Students calculate labour turnover, labour productivity, employee costs as a percentage of turnover and labour cost per unit for two contact centre sites, then use the data to recommend where a retention budget should go.

What students do

• Match four manager questions to the four human resource measures
• In pairs, calculate labour turnover, labour productivity, employee costs as a percentage of turnover and labour cost per call for two sites
• Explain why the site with the higher labour turnover has the lower labour cost per call, then add the hidden cost of replacing leavers
• Sort arguments with a partner and recommend which site should get a retention budget

What the teacher gets

• A lesson plan for about 55 minutes of tasks, with a shorter 45-minute version. Allow longer in the timetable for handing out and feedback
• Worked answers for every calculation, including the labour cost per call with replacement costs
• Indicative guidance for the written recommendation. It is not an AQA mark scheme and carries no marks or grades
• Editable Word versions of both files, so you can change the case or the figures

Specification

AQA A-level Business (7132), section 3.6.2 Analysing human resource performance: calculating and interpreting labour turnover, labour productivity, employee costs as percentage of turnover and labour cost per unit, and the use of data for human resource decision making and planning. Checked against the AQA specification, Version 2.0, 14 June 2023. For classes taking 7132 exams in 2027, not the new 7138. The contact centre and every figure are fictional and the questions are original. This is not an AQA resource, and the lesson has not yet been tested in a classroom.