Call centers cut turnover and save more than $14 million a year
CHALLENGE
A leading provider of customer care services
for large employers, was losing millions of dollars a year in
turnover costs. With an annual attrition rate of 250%,
approximately 28,000 employees a year either quit or were fired
because of poor performance.
SOLUTION
To improve the accuracy of their hiring process
and to reduce call center agent turnover, the company implemented
Employment Technologies’ EASy Call Center Simulation and
EASy–Structured Employment Interview (SEI) for all of their customer
service and telephone sales representatives.
RESULTS
Since implementing Call Center Simulation and
SEI, the company has experienced dramatic results, including:
- Up to 72% reduction in turnover at individual call center locations
- 50% reduction in turnover across locations
- Better match between people and positions
- More stable workforce
- Cost savings of more than $14 million a year
Discover how EASy Call Center Simulation
and EASy-Structured Employment Interview
can help you hire, develop, and retain the best call center agents.
Click here
to request additional information or contact an EASy representative at 888.332.0648.
