Major Customer Support Center Reduces Short-Term Turnover by 34% While Increasing Performance by 18%
SUMMARY
Company Name:
doTERRA
Industry:
Health & Nutrition
Job Function:
Customer Support
Problem:
Short-term turnover and low performance
Result:
42% increase from interview to offer
34% decrease in short-term turnover
18% increase in Acceptable Call Rating
Company Background
doTERRA sources, tests, manufactures, and distributes pure essential oils and natural wellness products to over nine million Wellness Advocates and customers across 86 countries.
The Problem
Ineffective screening process causing lost time for hiring managers who only found 50% of second interviews qualified to receive a job offer. Additionally, short-term turnover (less than 90 days) and 37% of Call Agents did not meet “Acceptable Call Rating Score” for job performance.
The Solution
Journeyfront improved the selection efficiency and screening process and reduced hiring manager interviews, automating interviews and automating entire hiring process.
The Results
A more accurate screening process led to an increase of second interview to job offer rate from 50% to 71% (42% increase) and increased “Acceptable Call Rating Scores” from 73% to 86% (18% increase) and reduced short-term turnover from 28% to 19% (34% decrease).
