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Call Centers Case Study - Performance
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Call Center Increases Agent Performance by 36%

SUMMARY

Industry:

Call Center

Job Function:

Call Agents

Problem:

Job Performance

Result:

Performance increased by 36%

 

The Problem

Over 40% of the employees in large agent Customer Success team did not meet the internal expectations for job performance.


The criteria for job performance consisted of: 
- On time/absenteeism
- First Call Resolution
- Volume of Calls Received

 

The Solution

Journeyfront identifies what attributes determine success at your company for each job role and then measures applicants in those areas, giving you the best information to make the most accurate hiring decisions possible.
performance-call

 

The Results

Journeyfront increased agent performance from 59% to 95% in the first year using our Assessment+ and Interview+ tools. 
Nick Lyon
ABOUT THE AUTHOR | Nick Lyon
Nick Lyon is the co-founder of Journeyfront, a company dedicated to revolutionizing the hiring process. With a passion for helping companies hire the right people for the right jobs, Nick is committed to building better hiring processes that ensure optimal job matching. He is constantly exploring innovative approaches to improve the world of work and focuses on creating solutions that enhance the hiring experience to drive better outcomes for both employers and employees. Through his work at Journeyfront, Nick aims to make hiring more efficient, effective, and equitable, ultimately contributing to a stronger and more capable workforce.