Case Study: Global Customer Care Provider achieves $14M annual savings and 50% reduction in turnover with Employment Technologies

$14 Million Savings for Call Center

Global Customer Care Provider, a leading provider of customer care services for large employers, was losing millions to extreme agent turnover—about a 250% annual attrition rate (roughly 28,000 employees leaving each year). To improve hiring accuracy and reduce churn, they engaged Employment Technologies and implemented its EASy Simulation for Contact Center Agents alongside the Structured Employment Interview (SEI).

By implementing Employment Technologies’ EASy Simulation and SEI across their customer service and sales teams, the company achieved up to a 72% reduction in turnover at individual centers and about a 50% reduction across locations, produced better person–job matches and a more stable workforce, and realized cost savings exceeding $14 million per year.