Case Study: TeleDevelopment Services reduces attrition and streamlines recruitment with Pearson English (Versant)

TeleDevelopment Services - Customer Case Study

TeleDevelopment Services (TDS) is a 25-year-old call center and BPO support firm that has assisted 450+ contact centers worldwide. Facing rapid industry growth and chronic challenges in high-volume hiring—especially high turnover and inconsistent English proficiency among non-native speakers—TDS needed a consistent, objective way to screen candidates’ verbal and written communication skills so clients could hire and place staff more quickly and reliably.

TDS implemented Pearson’s automated Versant (One Assessment) to pre-screen spoken and written English, routing candidates to the right next steps and reducing manual testing. An 18-month study across two contact centers showed reduced classroom instruction, faster placement, a drop in performance-related attrition from 12.7% to 7.9%, and projected annual savings of about $600,000; the approach helped clients such as Transcom and Teleperformance scale hiring efficiently.

TeleDevelopment Services

Dave Rizzo

Teleperformance Asia Pacific president