Case Study: Leading Communications Company achieves improved customer service, higher sales and ~$11,000 per-employee ROI with Talogy's Select Assessment

Excellence in Customer Service Using Assessment for Diagnosis and Strategy

A leading UK communications firm, reshaped by privatization, was equal to competitors in services but faced declining call-center customer ratings because many long-tenured employees (avg. ~30 years) resisted the cultural shift. Broad, one-size-fits-all training proved ineffective, and the company needed a way to identify individual development needs and lift frontline performance.

Partnering with Select International, they used the Select Assessment® for Customer Service to measure competencies in sales and billing roles, set current and future performance standards, and provide individualized feedback and coaching. The assessment correlated with on-the-job results, allowed targeted training and hiring benchmarks, improved attendance, commitment and sales outcomes, and delivered an estimated return of about $11,000 per employee per year.