INDUSTRY: TElecom
CHALLENGE: turnover
This client is one of the largest telecommunications companies in the world, with high volume hiring in a key role and a history of extremely high turnover.
The talent acquisition team at this Telecom giant is responsible for hiring hundreds of service technicians across multiple regions. These technicians perform field installations and repairs, and require a combination of skills and specific personality traits to effectively perform the job while keeping customers happy.
Success on this team was measured across three primary KPI’s: 30 day turnover rate, 90 day turnover rate and 12 month retention. Due to a combination of high turnover (close to 50% overall) and high volume hiring, recruiters on this TA team were overwhelmed and unable to meet their targets.
This client’s TA team needed an accurate, consistent way to identify which candidates were likely to show up and complete mandatory training and stay on the job past 12 months, and they needed that solution to work at scale given the high volume of hiring.
HighMatch performed a benchmark study with current employees to build a predictive profile using tenure as the driving metric. After 12 months of data collection using the predictive profile, HighMatch conducted a validation study to analyze the predictability and effectiveness of the assessment.
The client designated a pilot group made up of 747 current employees who completed the HighMatch assessment. HighMatch conducted a Benchmark Study using current employee assessment data alongside tenure stats and insight from direct supervisors of the role.
From these results, HighMatch was able to build a predictive profile, effectively identifying which personality and cognitive traits separated those candidates who were hired and remained employed at the 30 day mark versus those that were terminated as of the 30 day mark.
In implementing the predictive profile built from the Benchmark Study results, the client was able to more effectively screen and identify those candidates whose innate traits and abilities best aligned with those needed for success in the role.
In order to call the assessment a success, the client measured turnover rates at the 30 day, 90 day and 12 month mark. Overall turnover for this role started at 45.6%, and after implementing the HighMatch assessment, overall turnover was reduced by 48.1%.
In addition to measuring the reduction in turnover percentage, the client conducted an analysis with the field operations group to determine the average turnover cost for a frontline employee.
Using this analysis, the client’s 48.1% reduction in turnover equated to an annual savings of $5,809,500.
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HighMatch has transformed recruiting for companies of all sizes, and we’re thrilled to share their stories.
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Join Dr. Craig Ellis, HighMatch’s lead I-O Psychologist, in an insightful webinar on addressing turnover through data-driven strategies. Dr. Ellis presents a structured framework to identify turnover causes, set achievable retention goals, and implement targeted solutions across hiring stages.
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