Title:Customer Care Agent Job ExpectationsTools:Vyond, AudacityClient: FreseniusRxContext:This video explains the job expectations of a customer care agent working for FreseniusRx.Length:4 minutes
Challenge
FreseniusRx was experiencing a 33% attrition rate among newly hired Customer Care Agents within their first 90 days of employment. Once the new hire was working in the role, they realized the job expectations did not align with their life outside of work. They found the role to be very managed without flexibility. The challenge for the hiring managers was how to portray this working environment to the candidate during the interview process to be very clear on the job expectations. This would allow the candidate to make a better decision on if this job was right for them.
Solution
The candidate is given this explainer video prior to attending the interview with the Customer Care hiring managers. This fosters better conversation around the job expectations and the working environment, giving the candidate a clear understanding of what type of role they are applying for and the work-life balance. The video is located on the Fresenius YouTube channel to be accessed by candidates provided with a link.
Result
This solution is currently in progress. Video implementation: April 1, 2024Evaluation: October 2024Attrition Rate results: As of September 2024, the attrition rate has decreased from 33% to 25% during the first 90 days of hire.