Case Studies

arrowBack to Case Studies

Customer Service Agents

The Client

One of the nation’s largest bank-based financial services companies

The Challenge

This mega-regional bank wanted to improve the accuracy of hiring call center agents capable of delivering a superior customer experience, promote a unique brand message, and reduce 90-day new-hire turnover rates.

The Results

Individuals who performed well on the assessment had:

19% higher reliability ratings

36% higher top-performer ratings

74% greater performance on referral goals

16% faster after call work performance

Candidates who performed well on the Virtual Job Tryout achieved higher rates of work quality, sales drive, client service, generating referrals, and after call work time.

Executive endorsement

"Ninety-day new hire turnover rates have dropped 30% in the first six months of using the Virtual Job Tryout."

Recruiter reactions

"We normally will see an overwhelming response to our Call Center postings. The Virtual Job Tryout has allowed me to be able to prioritize candidates who are overall a potential best fit as well as providing me pointed questions to help assess any areas of the position that may pose challenges for a candidate.”
 

Candidate reactions

“The Virtual Job Tryout was an awesome hands-on opportunity. It gave me an opportunity to see what the position actually consists of and also gives employers an opportunity to see what I am capable of doing as well. So, it’s a win-win situation.”