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NLB helped a US-based online grocery delivery services firm reduce attrition rate by 17% and ramp up workforce

Why Change was Necessary

A leading online grocery delivery services firm in the United States was experiencing a sharp surge in orders due to COVID-19. The firm needed

Additional customer care representatives to address the increase in call, chat and email volumes
To curb the high attrition rate in training classes.

Experts at Work

We applied our assessment methodology as part of our robust recruitment process to weed out any potential candidates who lacked basic technical skills. Our assessment focused on typing speeds, computer literacy, cognitive skills and attention to detail.
We also conducted a video interview with each candidate before presenting them to the client to ensure that they are comfortable with virtual meeting tools since the training was being held virtually.

Impact We Delivered

%

reduction in attrition rate from 25% to 8%

%

increase in client’s hiring capacity within 1 month of engagement

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