Case Study: Zappos.com achieves reduced turnover and cuts new-hire training from 4 weeks to 1 week with eSkill

Zappos A Culture of Success through Customer Service

Zappos, founded in 1999 and scaled under Tony Hsieh to more than $1 billion in annual gross merchandise sales, built its reputation on exceptional customer service and a strong company culture. To maintain that standard while hiring at scale, Zappos needed a fast, reliable way to screen large volumes of applicants across multiple competencies and keep turnover low without spending excessive time and recruiting resources.

Zappos partnered with eSkill (an eSkill customer since 2005) to run customizable remote tests—including grammar, typing, product review and intranet proficiency—to pre-screen content managers and customer service representatives. The program reduced turnover and recruiting costs, cut new-hire training from four weeks to one, generated positive trainer feedback, and made it easier to identify top candidates quickly.

Zappos.com

Christa Foley

Recruiting Manager