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Hilton Hotels & Resorts

Hilton Hotels’ call centers cut turnover in half in just four months

Hilton’s call centers had high early turnover, in fact only half their new hires made it past 90 days. The cost of hiring and training was high but the lost productivity cost even more as jobs remained unfilled and then new hires made too many customer service mistakes. We helped Hilton implement stay interviews along with retention-driven hiring solutions such that their overall turnover dropped by 50% in just 120 days.