Express Scripts Drops Call Center Turnover 39% With PeopleAnswers

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The PeopleAnswers behavioral pre-employment assessment proves highly effective in slashing employee turnover. In a traditionally high-turnover call center environment, Express Scripts experienced a 39% drop in employee turnover compared to employees hired outside of the PeopleAnswers system.

Express Scripts, a Fortune 150 company headquartered in St. Louis, MO, uses Dallas-based PeopleAnswers to provide employee selection software that reduces employee turnover and related expenses across a vast employment network, thereby maximizing the service level in Express Scripts' multiple call centers.

A recent year-long case study involving 1,000 Express Scripts employees confirmed the value of using PeopleAnswers: employees "Recommended" by the PeopleAnswers assessment had a turnover rate 39% lower than employees who were hired without being assessed.

Kristi Robinson, Vice President of Talent Acquisition at Express Scripts, knows the benefits of retaining well-trained, productive employees over the long term, "We implemented the PeopleAnswers software tool to help us select candidates that are more likely to excel in a call center environment. Our Patient Care Advocates deal with urgent needs regarding patients' prescriptions, so the work is very detail-oriented. The significant impact that PeopleAnswers has on our turnover allows us to recruit, hire, and train fewer people and focus our energies on maintaining our high standards for customer service."

The recent hire/termination study provided strong evidence that PeopleAnswers' patent-pending pre-employment assessment solution helps Express Scripts in two major ways: employees hired using the behavioral insights extracted by the PeopleAnswers assessment are much more likely to stay with the company longer; and, using custom Performance Profiles™, PeopleAnswers can identify "Recommended" candidates who generate lower turnover rates compared to employees hired using traditional résumé-and-interview methods.

Ira Grossman, Vice President of Operations at PeopleAnswers, described the process that drives major turnover reductions like the one experienced at Express Scripts, "We've established a quick, proven process that helps our clients identify new job candidates who have similar behavioral traits as current successful incumbents. The software does the heavy lifting for you, identifying the candidates most likely to enjoy a specific work style, company culture, and who have the behavioral makeup to succeed over the long term. These traits aren't discernible via résumé reviews or a 30-minute interview."

About Express Scripts:
A Fortune 150 company, Express Scripts provides an array of pharmacy benefit management services. Since 1986 they have made the use of prescription drugs safer and more affordable. The company was recently named to Fortune's 2008 list of "America's Most Admired Companies."

About PeopleAnswers:
PeopleAnswers® provides next-generation web-based hiring assessments to help maximize the quality of every hire, reduce turnover, and streamline the selection process. Clients include ADP, Macy's, Centex, Neiman Marcus, Tenet Healthcare, The Venetian Hotel, and Medtronic. For more information, visit

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Glen Sheppard
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