Success Story - Communications/Customer Support

Assessing Candidates for Complex Position to Reduce Turnover

Company :
Fortune 500 communications company.

Positions :
Contact center customer support specialist position with complex call types handling a variety of customer plans, marketing offers, and problem resolution. Position also requires cross-selling capabilities.

Operations Scope :
Two contact centers in the United States.

Company Objectives :
Increase the probability of hiring the right people and decrease 0 to 45 day attrition.

Key FurstPerson Service Utilized:

• Web-based biographical data assessment tool (AutoScreen® Plus) that analyzes candidates’ work habits.
• Web-based assessment tool (CC HIRE) that evaluates candidates' capabilities to perform.
• Web-based assessment tool (CC AIMS) that measures candidates’ willingness to perform.

Major Impact :

• FurstPerson assessment tests demonstrated the ability to predict training performance, turnover likelihood, turnover type, quality assurance scores, schedule adherence scores, and productivity.
• Biographical data assessment alone reduced 0 to 45 day attrition by 25%.
• When combined with the other assessment tests to create a multi-hurdle approach, 0 to 45 day attrition was reduced by 50%.
• FurstPerson assessment tests demonstrated a return on investment.
  

Discover how FurstPerson can help you select candidates that CAN and WILL do the job. Contact us at 1-888-626-3412 to discuss how we can help you reduce your hiring risk and boost profits.