Background

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.

Key metrics that drive performance include average handle time, sales, and first call resolution.  Front-line agents, depending on their call types, are evaluated against these metrics.

Solution

FurstPerson analyzed the job family and job success requirements by working with the organizations human resources and training groups.


Based on these requirements, an assessment solution was developed and reviewed.  The assessment solution included a behavioral based interview (CC Screen) that was designed to be conducted via the phone prior to the job candidate visiting the center.  Once the candidate reached the center, they completed FurstPerson’s CC Audition® call center simulation.

   
The solution was piloted in two locations before being launched in five inbound centers.  A control group was created using the remaining four centers as a way to determine the net impact FurstPerson’s solution would have on 0 to 90 day retention.


Results

During the project, the client realized a 39% improvement in 0 to 90 day retention compared to a 4% improvement for the control group locations.  The client saved $4,600 per person in reduced turnover for a 162 percent return on investment based on retention improvement only.

new hire retention improvement

In addition, FurstPerson conducted a validation study and found that the assessments were predicting the key metrics of average handle time, first call resolution, and sales.  Candidates who scored better on the assessments had better call control, better first call resolution, and better sales.

In summary, the use of pre-hire assessments helped this wireline firm create an objective hiring process anchored by key competencies that drive successful job performance.


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