Case Study: Heartland ECSI achieves 65% reduction in call center turnover with Criteria Corp

Call Center Reduces Turnover by 65% in One Year

Heartland ECSI, a 1,000+ employee financial services firm that runs student loan call centers, was facing a startling 75% turnover rate—well above the typical 30–45% for call centers. Leadership identified poor candidate fit as the key driver of churn and sought a screening solution to improve hiring outcomes and reduce the high costs of constant replacement.

Heartland began using four Criteria tests (cognitive, personality, computer literacy, and typing) early in the hiring process to better screen applicants. Within a year turnover fell to 26% (about a 65% reduction), 90-day retention climbed from 50% to 91% (an 82% improvement), quality assurance scores rose 15% (3.4 to 3.9), calls per hour increased 14% (6.4 to 7.3), and the company estimated roughly $120,000 annual savings in temp fees.

Heartland ECSI

Mike Bowman

Senior Call Center Manager