Case Study: Time Warner Cable achieves lower turnover and higher sales with CEB Talent Assessment

TimeWarner - Customer Case Study

Time Warner Cable (TWC), a major U.S. provider of video, high‑speed data and voice services with 50,000+ employees and over 31,000 in customer‑facing roles, faced inconsistent and inefficient talent selection processes. Validated tests were unevenly applied, not integrated with recruiting systems, and some customer‑facing roles experienced high turnover and added hiring costs.

TWC launched the Talent Acquisition Process Excellence (TAPE) program to automate and integrate assessments into hiring workflows and to use Talent Analytics for external benchmarking. The change cut first‑year CSR turnover by 16% (saving an estimated $2.6M), top‑quartile hires generated $27,216 more sales per year and saved ~$13,073 in service costs per employee, recruiting staff spent up to 68% less time screening candidates, and TWC attracted about 124% more top frontline manager candidates versus benchmarks.

Time Warner

Janet Manzullo

VP Talent Acquisition & Movement