Call Centers Case Study - Performance

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.

The Results

Journeyfront increased agent performance from 59% to 95% in the first year using our Assessment+ and Interview+ tools.