Express Scripts Reduces Turnover with PeopleAnswers Software

Express Scripts, a Fortune 150 company with headquarters in St. Louis, relies on Dallas-based PeopleAnswers to provide employee selection software that reduces employee turnover and related expenses across a large employment network.

 

This process maximizing the service level in Express Scripts’ multiple call centers.

A recent case study was conducted over one year that involved 1,000 Express Scripts employees. This study confirmed the value of using PeopleAnswers as employees “Recommended” by the PeopleAnswers assessment had a turnover rate 39 percent 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, and said, “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,” Robinson added.

This study provided significant evidence in support of PeopleAnswers’ patent-pending pre-employment assessment solution and the value it presents to Express Scripts.

The solution provides this value in two ways.

 

First, employees hired using the behavior insights extracted by the PeopleAnswers assessment are much more likely to stay with the company longer. Second, with the use of custom Performance Profiles, PeopleAnswers can identify “Recommended” candidates who generate lower turnover rates compared to employees hired using traditional methods.

Ira Grossman, vice president of operations at PeopleAnswers, described the process that drives major turnover reductions like the one experienced at Express Scripts like this: “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,” Grossman continued.

Hiring effectively for the contact center is an increasingly challenging task and a proven solution that reduces turnover and provide employees that are more suited for the job is sure to provide an immediate return on investment.

This latest study on PeopleAnswers has proven the solutions’ ability within the Express Scripts environment. These results are sure to help promote the solution to additional companies and lend strong favor in competitive situations.