card issuer Capital One has reduced turnover at its Nottingham call centre by
spending more time recruiting to ensure that it hires the right people for the
has achieved a turnover rate of 18 per cent among call centre staff, about 10
per lower than average for the sector.
One’s turnover among management is also about 10 per cent lower than average at
5.8 per cent.
Hibbs, head of management recruitment for Capital One, believes these figures
have been achieved by their painstaking recruitment process.
commented, “We hire from the top five per cent in the workplace. We use a
combination of psychometric testing, behavioural interviewing, case studies and
some elements of personal profiling.
“A lot do
drop out but we are sure that we have the best person for that role.”