One of the world’s largest financial institutions improves
agent performance and reduces turnover by 44%
Serving clients in 175 countries, this
financial institution has built a reputation of providing
world-class service to its customers. To ensure that all
their call center associates exhibit superior customer
service skills, the organization was seeking an assessment
tool for identifying high-potential candidates during
the selection process.
To achieve their goals, the financial
institution added Call Center Simulation to their
customer service associate selection process. In
partnership with Employment Technologies, the
organization also conducted an internal validation
study to measure the effectiveness of Call Center
Simulation in predicting job performance. More than 1,400
customer service associates participated in the study.
Results of the study clearly
demonstrated that Call Center Simulation assessment
scores were directly correlated with measures of job
success. Participants that achieved higher
Call Center Simulation scores had:
- significantly higher call quality monitoring scores,
- handled more calls per month, and
- had lower average call handling times.
Since implementing Call Center Simulation,
the financial institution also experienced a 44% decrease
in 90-day turnover. This led to significant savings based
on the high cost of employee turnover.
Discover how EASy Call Center Simulation can
help you hire, develop, and retain the best call center agents.
Click here to request
additional information or contact an EASy representative at 888.332.0648.