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Auto Manufacturer

Shifts in pay rates, culture lead to 600% increase in retention

Low volume of applicants. High turnover for trainees.

Our client had a solid reputation in the marketplace, but restrictive hiring requirements were hurting its ability to fill customer service roles. Our client required all candidates to have a four-year college degree, but with a pay rate of $16 an hour and no option for remote work, few candidates applied. New hires frequently quit during training.

Our impact

Retention

600%

increase in retention

Six months after reworking training, our client’s retention increased by 600%.

Participation

400%

increase in class participation

Our client reported a 400% increase in filled classroom seats six months after
implementing a new training process.

What we did

A thorough data review, updated pay rates, and a plan to empower talent.

Our client worked with us to develop an action plan built on Employbridge’s proprietary market intelligence and workforce expertise, with the goal of changing perceptions of customer service candidates and trainees. Improvements in hiring, training standards, and communication have led to greater energy, engagement, and camaraderie for our client’s trainers and trainees.

The client changed its hiring requirements and increased its pay rates and benefits after Employbridge conducted a market study. The new pay and benefits structure opened up customer service jobs to a wider talent pool.
A new pay structure offered workers with bachelor’s degrees a higher hourly rate, and additional differentials for employees with associate degrees or bilingual skills.
The client put a structured training process in place and implemented a no-script call pattern for customer service representatives. Team leaders transparently discussed the challenges of the job, which helped talent be better prepared for a fast-paced environment.
Our client offered workers the option to work remotely or follow a hybrid schedule when they became full-time hires. Workers who exceeded behavioral and attendance benchmarks received pay rate increases at 30 and 60 days.
To help attract and keep talent, our client worked with us on messaging about its commitment to global leadership, promoting from within, supporting causes that are important to the community, and protecting workers’ jobs during the COVID pandemic.

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