TRC Solutions Add Up to Streamlined Hiring and Stronger Retention for Financial Services Call Center

The Challenge

TRC’s client was having challenges meeting high volume demands and retaining their call center employees. The client identified a need for a customized hiring process, support filling training classes, and an increased graduation rate for the training classes. TRC implemented a new hiring process that saved the client significant time and money, increased training class fill rates, improved graduation rates by 18%, and significantly reduced turnover.

The Approach

TRC builds solutions unique to the customer’s success.

• Analyze market data to determine necessary wage increases to improve retention.
• Interview each supervisor to determine their leadership style and considerations for successful employees.
• Implement CSR behavioral assessments for candidates and leaders.
• Develop a hiring process that eliminates the client interview stage.
• Improve retention rates through successful client and talent matching and ongoing management.

The Results

TRC increased the training class fill ratio to 96.4%. TRC also increased the graduation rate from 62.3% to 80.5%. The Client Has Saved approximately $1.28 million working with TRC versus hiring directly.