CASE STUD Y Background Short-term Turnover at Freedom Financial Call Center Freedom Financial, founded in 2002, is on a mission to help people overcome debt so they can enjoy financial freedom. They specialize in debt settlement, mortgage shopping and personal loans so people can meet their next financial goal. The Problem The Customer Service department employed 300 agents and were experiencing a 50% turnover rate within the first 90 days of employment. After some digging, numer- ous possible factors were identified but without action- able data, it was difficult to accurately identify specific causes or how to implement specific solutions. Solution Formula Breakdown Journeyfront’s Assessments and Interview Guides were built to reduce short-term turnover and improve performance.

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