As one of the world’s largest insurance and financial services provider, this company has built a reputation for providing superior customer service and support. In a continuing effort to optimize service levels and maximize bottom-line results, the company’s HR leaders looked to Employment Technologies for an innovative hiring solution to improve performance and retention.
The company participated in a six-month study, measuring the effectiveness of Employment Technologies’ contact center simulation in predicting Claims Agent performance. As part of the “blind” predictive study, job candidates’ test scores were collected but not revealed during the selection process. Performance and retention data were collected and tracked for the duration of the study.
The study showed a clear performance advantage for candidates with high simulation scores. An impressive 77% of high scorers met expectations (compared to only 57% of low scorers), making them 35% more likely to succeed in their role.
The simulation not only demonstrated a high level of accuracy in forecasting Claims Agent performance but also served as a reliable predictor of involuntary turnover, helping the organization proactively address retention challenges. Candidates with high simulation scores were 54% less likely to experience involuntary turnover.
