Wells Fargo analyzed high turnover rates among part-time tellers and found 50% resigned within their first six months due to unrealistic sales expectations and unattainable bonus structures. To increase morale and reduce costs, Wells Fargo adjusted individual store sales goals and teller bonuses to make them more achievable, and offered customer service bonuses to all team members rather than just those who met sales goals. These changes were presented to district managers and regional VPs to implement during conferences aimed at curbing part-time teller turnover and boosting morale. The company expects to benefit from lower training costs and fewer transaction errors with a more experienced teller workforce.

1. Increasing morale and reducing turnover
through bonus structure change
Wells Fargo

2. Problem
High solution/sales expectations of
tellers
High teller turnover (50% of part
time tellers resign within their first
six months)
Larger overall costs associated with
training and development

3. Solution
 Sales goals adjusted based on
individual store volume
Teller bonus payout made more
attainable

4. Solutions cont.
Customer Service bonus
available to all members on a
team, not only to those that have
reached sales goals.

5. Audience Analysis
Initial presentation to District
Managers and Regional Vice
Presidents during monthly part
time teller conferences.
Conferences currently being held
to reduce part time teller turnover
and increase morale.

6. Company Benefits
Reduce costs associated with
the constant training of new
tellers.
Less transaction errors due to
more experienced tellers