Case Study: New Hire Training and Turnover Metrics

Improving New Hire Performance and Reducing Turnover

"Will this training help reduce our 82% turnover rate?"

This telecommunications client had two kinds of employees: those experienced reps who had "made it" and would stay, and the new hires who would soon leave. More than half the new hires didn't survive the first three months. "They were starving," said the VP of Sales.

Our training measurement strategy compared a group of new hires to a group of experienced reps during the first three critical months. What's the bottom line? As performance improved, turnover dropped. As a bonus, new hires using the new skills had higher margins (Graph 2).   Executive Summary

Graph 2: Revenue/Unit

• Business Goals: reduce turnover, increase sales volume and revenue per unit
• Performance Challenges: 82% turnover, lack of consultative skills, long and uncertain new-hire ramp process, transactional mind set

The LSA Adoption Metric™ of performance was calculated using performance data supplied by the client.

• Time frame: three months pre-training and three months post-training

• Data source: volume, revenue per unit, and turnover provided by the client

• Validation: all data and results reviewed and approved by the VP of Operations

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