The Challenge
TRC’s client was having challenges meeting high volume demands and retaining their call center employees. The client identified a need for a customized hiring process, support filling training classes, and an increased graduation rate for the training classes. TRC implemented a new hiring process that saved the client significant time and money, increased training class fill rates, improved graduation rates by 18%, and significantly reduced turnover.
The Approach
TRC builds solutions unique to the customer’s success.
- Analyze market data to determine necessary wage increases to improve retention.
- Interview each supervisor to determine their leadership style and considerations for successful employees.
- Implement CSR behavioral assessments for candidates and leaders.
- Develop a hiring process that eliminates the client interview stage.
- Improve retention rates through successful client and talent matching and ongoing management.
The Results
TRC increased the training class fill ratio to 96.4%. TRC also increased the graduation rate from 62.3% to 80.5%. The Client Has Saved approximately $1.28 million working with TRC versus hiring directly.
