Case Study: Largest Wireless Telecommunications Company achieves significant call-center productivity gains (97 more calls/month, 14% higher FCR) with Talogy

Answering the Call Increasing Productivity in Wireless Provider’s Call Centers

The nation’s largest wireless carrier, serving 89 million customers and employing about 85,000 people (many in call centers), needed a more efficient and accurate way to hire customer service representatives. They sought a realistic assessment and a partner to help configure it for their CSR role, so in 2008 they updated their selection process and partnered with Select International.

Select International’s Select Assessment® for Customer Service (SACS) — an online simulation measuring learning potential, personality and multitasking — was administered to 97 CSRs and correlated with key metrics (calls handled, average handling time, first-call resolution, transfer rate, schedule adherence). Results showed a strong relationship between test scores and job performance: top 20% scorers handled 97 more calls per month, averaged 72 seconds less per call, and had a 14% higher first-call resolution rate than the bottom 20%, improving hire quality, efficiency, and customer satisfaction.