A 275 seat call center handling inbound sales calls was suffering from a 300+% turnover. Their recruiting and training could scarcely keep pace with the attrition. DATA quickly showed that a high percentage of their agents lacked the hard-wired traits to answer inbound calls for any extended period of time. An additional percentage, while being able to work with inbound calls, lacked the strengths needed to sell the products to the callers. This information enabled the company to re-organize the call center, using the agents who were capable of performing the job in the peak call periods. At the same time, the DATA was used to screen out the “not inbound” and “no sales” applicants before interviewing. As the existing non-performers left through the normal attrition, they were replaced with capable agents. Turnover dropped remarkably and sales increased over the next few months.
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