Case Studies

Hiring for Retail Representatives

Learn how one retail organization implemented FurstPerson's Retail Hiring Solution, the steps in the process, and the results this organization realized.

Hiring for Technical Support Representatives

With the growth in mobile phones, portable music players, pay for TV services, and other technology driven products, the technical support representative is becoming a critical job family and call type for many contact center organizations.

Supporting the Home Agent Candidate to Avoid a Poor Candidate Experience

When an organization was interested in replacing a competing firm’s assessment process, one of the driving factors was the significant technical support challenges facing the organization due to the assessment workflow. 

Home Agent Hiring:  Predicting Sales Performance

A contact center organization operating a significant work at home program (3,000 plus agents) is searching for a better way to qualify job candidates for a new home agent sales job family.  In this position, representatives are using web chat to drive sales revenue while maintaining customer satisfaction. 

Predicting Home Agent Job Performance Through Better Candidate Selection

A major outsourcer with a significant home agent workforce wanted to have a more accurate predictor of potential performance and retention for evaluating home agent job candidates. 

Delivering ROI Your CFO Will Love:  How one contact center organization is creating financial value

A major telecommunications provider with multiple job families / call types sought to increase the technical sophistication (both software and empirically based models) of its hiring process. 

Predicting Performance and Retention in the

Insurance Industry

A multi-site insurance organization with Service, Sales, and Claims inbound call types wanted to improve the front-line agent hiring process.

Predicting New Hire Performance in the Financial Services Industry

A multi-site financial services organization with client assets over $250 billion is focused on hiring front-line customer service representatives that will perform better in production.

Predicting Service, Sales, and Claims Retention in the Insurance Industry

A multi-site insurance organization with Service, Sales, and Claims inbound call types wanted to improve the front-line agent hiring process. 

Reducing 90 Day Attrition

for a Telecommunications Firm

A major wireline telecommunications firm with 9 centers based in North America is seeking to reduce 0 to 90 day attrition and establish a performance baseline for new hires.

Predicting Performance Results for Winback and Retention Job Families

A wireless telecommunications provider is using pre-hire assessments to reduce overall attrition and improve new hire job performance.  Inbound calls include customer care, technical support, sales, and winback/retention.  The organization has a mix of internal and outsourced centers that support its subscriber base.

Reducing Turnover and Predicting Performance at an Outsourcing Provider

An outsourcing firm provides customer care and support to a major automobile manufacturer. Three primary job families receive inbound care calls and manage email inquiries. The job families include a customer care representatives, information center representatives, and web team representatives.

Predicting Sales Results for New Activation Calls

Outsourcing firm that handles incoming calls from new residents to more than 32 cities across the United States with the goal of providing a one stop shop for new residents to establish phone, pay for TV, and utility services.  From an operations standpoint, the goal is to convert the calls into new subscribers, or activations, with the appropriate partner.