Achieve/Freedom Financial Call Center Turnover Reduction: Hiring Data Case Study

Company Background

The Customer Service organization employed approximately 300 Achieve associates and faced 50% turnover within the first 90 days of employment. This level of early attrition created meaningful operational risk. The team supports members enrolled in Achieve’s Debt Relief program, making consistency, service quality, and speed to proficiency critical.

While several potential drivers of turnover were identified, the organization lacked the actionable data needed to confirm root causes. Without that clarity, it was difficult to implement focused solutions with confidence.

The Solution

Journeyfront’s Assessments and Interview Guides were built to reduce short-term turnover and improve performance. The process was to identify what attributes the most successful employees at Achieve embodied and then apply that data to their candidate evaluation process to create a highly accurate, repeatable hiring process. The results speak for themselves.

Once we could see the data on what specific traits were impacting success in each role, it started destroying some of the common myths about what call centers actually need. If you’re trying to solve the issue of short-term attrition or performance, you need Journeyfront.

Heather Marcom

Head of Recruiting

The Results

By leveraging the closed-loop feedback system, Journeyfront is able to use on-going data to drive continuous improvements to the hiring process. The success of this case study led to the expansion of Journeyfront into three additional departments who have all experienced positive results since.

How the results are calculated:

$12.5k x [(365/158)-(365/231)] x275 = $2.5 Million

$12.5k: The average cost to replace a frontline employee, according to Human Resource Institute.

(365/138) = 2.31: # times FF had to hire an employee to fill a position for 1 year based on median tenure per customer service employee (158 days) prior to Journeyfront.

(365/209) = 1.58: # of times FF had to hire an employee to fill a position for 1 year based on median tenure per customer service employee (158 days) after Journeyfront

275: # of customer service employees that turned over in 15 months.