CHALLENGES:

• 13 different call centers and hiring systems
• 1500 CSR positions
• 35% turnover
• Inconsistency and inefficiency
• Performance metrics needed improvement

RESULTS:

• Consistent and validated assessment solution
• Ability to screen for key competencies
• Behavioral-based interviews
• Reduced hold time 42 seconds
• Increased sales by 24 percent
• 60% reduction in 90-day turnover
• Better pool of candidates