Case Study: ResultsCX reduces attrition by up to 35% and boosts sales productivity by 10% with Cornerstone OnDemand

Reducing Attrition by 35 Percent & Increasing Productivity by 10 Percent

The Results Companies (Results), founded in 1990, is a global contact-center provider that sources and develops thousands of agents for Fortune 500 clients. Recruiting at scale across three countries proved time-consuming and error-prone: resumes and past history didn’t reliably predict customer-service skills, language ability, affability or reliability, and Results needed faster, lower-cost hiring to protect client relationships and improve retention.

Results implemented Cornerstone Selection’s predictive analytics, job simulations and realistic job previews to give hiring managers fact-based insight into candidate fit. The platform enabled faster, more efficient hiring (the same transaction volume with 20% fewer staff), cut attrition by 25–35%, increased sales productivity by 8–10%, and improved placement and community presence.

ResultsCX

Alex Brecker

COO