Case Study: Leading Financial Services Company achieves lower call center turnover with Criteria Corp's CBST

Call Center Reduces Turnover by Using CBST to Select Employees

A financial-services call center was struggling with high voluntary and involuntary turnover among call representatives, which increased hiring and training costs. To improve retention, the company piloted Criteria’s assessment platform with all new hires over a six-month period.

They administered the Criteria Basic Skills Test (CBST) to 130 new hires and found that those scoring Good/Excellent had a six-month retention rate of 67% versus 56% for Low/Fair scorers; higher scorers were also less likely to be fired (7% vs 14%) or to quit (26% vs 30%). Based on these results, the company implemented the CBST across its hiring process and substantially reduced turnover.