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Improve Retention Case Study: Customer Service Agents

by Joseph Murphy

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

The Challenge
This mega-regional bank commissioned the development and validation of a Virtual Job Tryout designed exclusively to deliver a unique brand message, improve retention in the first 90 days and improve the accuracy of hiring call center agents capable of delivering a superior customer experience.

Predicting Performance
This bank measures and manages performance with a balance of objective metrics and supervisor ratings of on-the-job behaviors. The Call Center Virtual Job Tryout predicts critical elements of on-the-job performance.

Objective Metrics 

  • 74% Greater Performance on Referral Goals
  • 30% Improved Retention in New Hires
  • 16% Faster on After Call Work

Supervisor Ratings of Observed Behaviors

  • 36% Higher on Top Performer Ratings
  • 19% Higher on Reliability/Attendance Ratings

The Bottom Line
Candidates who perform well on the Virtual Job Tryout achieve higher levels of performance on:

  • After Call Work Time
  • Generating Referrals
  • Sales Drive
  • Client Service Scores
  • Work Quality Ratings

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.”

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