Case Study: Leading Third-Party Contact Center Company achieves 42% reduction in turnover with Talogy's ServiceFit

Reducing Turnover in a Customer Service Environment

Select International, a provider of pre-employment assessment solutions, partnered with a third‑party contact center that was struggling with very high turnover in its customer service workforce. With customer-facing roles exposed to frequent negative interactions and a labor market offering many alternatives, the center faced a 70% annual turnover rate that hurt continuity and drove up costs.

Select implemented ServiceFit, a short post-application screening that assesses personality traits and past behaviors to filter candidates most likely to withdraw. After implementation turnover among hires fell from 70% to 28% (a 42 percentage‑point reduction), with estimated savings of over $2 million per 100 hires based on a turnover cost of 1.5× annual salary.