Archives: Success Stories

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3.5X More Customer Satisfaction


Hogan and our Australian distributor, Peter Berry Consultancy, collaborated with a mobile and internet provider to improve practices for identifying candidates and developing customer service representatives working in their call centers. Hogan identified a set of characteristics associated with strong performance on the job, which included remaining calm under pressure and holding high performance standards… Read more »

Doubled Employee Retention One Year

Hogan partnered with a national retail company to evaluate their call center hiring process. We developed a Sales Consultant selection profile to decrease call times and improve call center employee retention. The profile used HPI scales to drive significant reductions in turnover. Sales Consultants who persist in the face of adversity, are friendly and rewarding… Read more »

Saved $4.5M By Cutting Turnover

Research Team

Saved $4.5M By Cutting Turnover 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… Read more »