Retention for the 21st Century: A Strategic Approach for Collection Law.

摘要

Gurstel Chargo, P.A. is a firm of 200-210 staff practicing collection law in five states, with offices in four. Senior executives anecdotally believe there may be a serious retention problem, and some have gone so far as to suggest it is a reason for a plateau in the exponential growth they've enjoyed the past decade. This study confirms their intuition of poor retention, and provides an extensive dissection of the source, as well as a prescription for improvement. Utilizing quantitative retention and demographic data, qualitative survey, and comparative analysis, key correlations and job satisfaction factors were identified. The findings suggest the firm has experienced increased turnover. Recommendations are provided to leverage the analysis data for a cost-benefit win by creating specific programs aimed to reduce key areas driving high turnover; namely, poor employee engagement, poor wages, and attorney-staff relations. The study serves as a basis for a future analysis of the applied prescriptions for their impact and effectiveness in combating turnover, as well as providing groundbreaking models for extrapolation to organizations with similar challenges.