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 to deal with, and adhere closely to company policy were better
positioned for success in their roles. They also produced more add-on
sales, generated nine more accounts per month (on average), and saved
more terminating accounts compared to those not meeting the profile.

One year after implementing the Hogan profile, employee retention more than doubled.