Case Study: dōTERRA reduces short-term turnover and boosts call performance with Journeyfront

Major Customer Support center reduces short-term turnover by 34% while increasing performance 18%

Journeyfront worked with doTERRA, a health and nutrition company with a large customer support center, to address an ineffective screening process, short-term turnover, and low performance among call agents. The company was losing time on hiring manager interviews, with only about half of second interviews leading to an offer, while 37% of agents were not meeting the acceptable call rating standard.

Journeyfront improved doTERRA’s selection and screening process by automating interviews and streamlining the hiring workflow. As a result, second interviews converting to offers increased from 50% to 71%, acceptable call rating scores rose from 73% to 86%, and short-term turnover fell from 28% to 19%, representing a 34% decrease.

dōTERRA