Case Studies

Contact Center Agents

Modern Hire

Client

One of the nation’s largest bank-based financial services companies

Problem

This mega-regional bank wanted to improve the accuracy of hiring call center agents capable of delivering a superior customer experience, promote a unique brand message, and reduce 90-day new-hire turnover rates.

Solution

Modern Hire created a Virtual Job Tryout that tested candidates on key competencies like emotional intelligence, multitasking, and problem-solving.

Results

Candidates who performed well on the Virtual Job Tryout achieved higher rates of work quality, sales drive, client service, generating referrals, and after call work time. Top candidates showed:

  • 19% higher relatability ratings
  • 36% better top-performer ratings
  • 74% greater performance on goals