30% Turnover Reduction
Hogan partnered with a global financial services provider to hire more effective call center employees. Successful sales representatives in the call center provide excellent customer service through (a) assessing customers financial goals, (b) resolving customer issues, and (c) recommending solutions to meet customer needs. We developed a Sales Representative selection profile to increase employee satisfaction and decrease turnover. Hogan’s research revealed that the organization thrives on social interaction, helping others, and delivering results. MVPI results helped align their call center selection process with these values, resulting in significant reductions in voluntary and involuntary turnover.
Reducing turnover by over 300 Sales Representatives per year helped save the organization an estimated $4.5 million in replacement costs.