Case Study: Largest Automobile Windshield Repairing Company reduces call center turnover with Talogy

Reducing Turnover in a Call Center Environment

The Largest Automobile Windshield Repairing Company used Talogy’s assessment solutions, including ServiceFit® and Select Assessment® for Customer Service, to improve hiring for its U.S. call centers. The company was struggling with high early turnover among telephone sales and customer service representatives and wanted a better way to screen out candidates at high risk of leaving quickly.

Talogy implemented the assessments at the start of the hiring process, and the results showed clear turnover improvements. TSR turnover fell from 32% to 9% at 60 days and from 39% to 13% at 90 days, while CSR turnover dropped from 20% to 4% at 30 days and from 32% to 11% at 60 days, helping the client avoid more than $1.4 million in turnover costs.