Case Study: Harte-Hanks achieves 25% lower attrition and reduced absenteeism with Cornerstone OnDemand

Minimizes Attrition & Maximizes Attendance

Harte-Hanks, a contact-center services provider with more than 3,500 agents in the US and Philippines serving global brands, struggled with high attrition, absenteeism and below‑par productivity because its staffing partner relied mostly on demonstrated skills and gut judgments. Those hiring shortcomings drove up recruiting and training costs and hurt customer service and profitability.

To address this, Harte-Hanks implemented Cornerstone OnDemand’s Cornerstone Selection—a three-step candidate evaluation that previews real job tasks, assesses personality traits tied to call‑center success, and validates skills. The new approach lowered attrition (35% lower at 30 days, 25% lower at 90 days), reduced missed work hours by 29%, sped average handle times by 15%, improved customer satisfaction and training costs, and delivered better hiring visibility and quality of hires.

Harte Hanks

Kristin Huber

HR Business Partner