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Express Scripts Drops Call Center Turnover 39% With PeopleAnswers
The PeopleAnswers behavioral pre-employment assessment proves highly effective in slashing employee turnover, even in a traditionally high-turnover call center environment. Express Scripts experienced a 39% drop in employee turnover.
A recent year-long case study involving 1,000 Express Scripts employees confirmed the value of using PeopleAnswers:
Kristi Robinson, Vice President of Talent Acquisition at Express Scripts, knows the benefits of retaining well-trained, productive employees over the long term: “We implemented the PeopleAnswers software tool to help us select candidates that are more likely to excel in a call center environment. Our Patient Care Advocates deal with urgent needs regarding patients’ prescriptions, so the work is very detail-oriented. The significant impact that PeopleAnswers has on our turnover allows us to recruit, hire, and train fewer people and focus our energies on maintaining our high standards for customer service.”
The recent hire/termination study provided strong evidence that PeopleAnswers’
Ira Grossman, Vice President of Operations at PeopleAnswers, described the process that drives major turnover reductions like the one experienced at Express Scripts: “We’ve established a quick, proven process that helps our clients identify new job candidates who have similar behavioral traits as current successful incumbents. The software does the heavy lifting for you, identifying the candidates most likely to enjoy a specific work style, company culture, and who have the behavioral makeup to succeed over the long term. These traits aren’t discernible via résumé reviews or a 30-minute interview.”
About Express Scripts
A Fortune 150 company, Express Scripts provides an array of pharmacy benefit management services. Since 1986 they have made the use of prescription drugs safer and more affordable. The company was recently named to Fortune’s 2008 list of “America’s Most Admired Companies.” http://www.ExpressScripts.com
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Our cutting-edge, web-based software uses Industrial Psychology principles to define "Behavioral DNA" of job candidates to predict how they will match your exact job profile. We will:
*Duplicate Top Performers
*Decrease Hiring Costs
Our proprietary Performance DNA™ solutions uncover the hidden attributes of your own best employees to reveal what drives their success and also sets them apart from underachievers—
Advanced technologies, objective analysis and data-driven reporting provide companies more effective ways to quantify ROI of selection strategies, positively impact performance goals, support employee development, and strengthen succession planning.