Employment Testing to Reduce Call Center Employee Turnover

Many call centers face the uphill battle of trying to keep call center agents in their seats long enough to break even on their training investment. To reduce employee turnover, call centers need a staffing solution to predict employee fit and retention. In this case, a major U.S.-based corporation in the health-care industry and a consulting firm that specializes in employee turnover reduction teamed to determine the effectiveness of a staffing test for increasing retention. Independent of this case study the consulting firm, through intensive job analysis and test development efforts, created the Call Center Fit Index (CCFI). The CCFI is an employment test that is standardized, yet tailored specifically for the call center industry. This case study describes the implementation of the CCFI for this client and its effectiveness for identifying those applicants who are most likely to remain employed. [PDF Download]