Case Study: Freedom Financial Network reduces short-term turnover with Journeyfront

Achieve (Formerly Known As Freedom Financial) Reduces Short-term Turnover at Call Center

Freedom Financial Network, founded in 2002, wanted to help people overcome debt but was facing a major hiring challenge in its Customer Service department. With 300 agents and a 50% turnover rate within the first 90 days, the team struggled to pinpoint the real causes of short-term attrition and performance issues. Journeyfront was brought in to help address the problem.

Journeyfront implemented its Assessments and Interview Guides to identify the traits of the most successful employees and use that data to improve candidate evaluation. With a closed-loop feedback system, Freedom Financial Network was able to continuously refine hiring, leading to 93% increased new employee tenure, a 27% reduction in 6-month turnover, a 31% increase in performance, and an estimated $2.5M ROI increase. The approach was so successful that it expanded into three additional departments.

Freedom Financial Network

Heather Marcom

Head of Talent Acquisition