{"id":8995,"date":"2023-01-13T09:49:34","date_gmt":"2023-01-13T09:49:34","guid":{"rendered":"https:\/\/clevry.fi-t.seravo.com\/?page_id=8995"},"modified":"2026-04-16T08:39:13","modified_gmt":"2026-04-16T08:39:13","slug":"customer-service","status":"publish","type":"page","link":"https:\/\/www.clevry.com\/en_us\/resources\/case-study\/customer-service\/","title":{"rendered":"Nordic Publicly Listed Company"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"8995\" class=\"elementor elementor-8995\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4f2ecff2 e-flex e-con-boxed e-con e-parent\" data-id=\"4f2ecff2\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-28cdd6a5 e-con-full e-flex e-con e-child\" data-id=\"28cdd6a5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-68914d71 elementor-widget elementor-widget-heading\" data-id=\"68914d71\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\"><b>Case Study<\/b><\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7bf2a4bd elementor-widget elementor-widget-heading\" data-id=\"7bf2a4bd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\"><b>Customer Service<\/b><\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-53f23ab4 elementor-widget-mobile__width-initial elementor-widget elementor-widget-heading\" data-id=\"53f23ab4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\"><b>How we helped one publicly listed Nordic company reduce employee turnover and increase productivity in customer service roles.<\/b><\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-40e4ee2 e-flex e-con-boxed e-con e-parent\" data-id=\"40e4ee2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-8600ace e-con-full e-flex e-con e-child\" data-id=\"8600ace\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ce8e4c8 elementor-widget elementor-widget-text-editor\" data-id=\"ce8e4c8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Background<\/h2><p>This Nordic-based publicly listed company was building a new customer service team and were struggling to find good customer service candidates that matched the company values.<\/p><p>The company wanted to implement a new kind of recruitment model that would be based on data in order to solve their challenges in employee turnover and commitment.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5d4a153 e-con-full e-flex e-con e-child\" data-id=\"5d4a153\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-811255f elementor-widget elementor-widget-image\" data-id=\"811255f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" loading=\"lazy\" width=\"665\" height=\"500\" src=\"https:\/\/www.clevry.com\/wp-content\/uploads\/2022\/12\/Clevry-home.png\" class=\"attachment-large size-large wp-image-3159\" alt=\"\" srcset=\"https:\/\/www.clevry.com\/wp-content\/uploads\/2022\/12\/Clevry-home.png 665w, https:\/\/www.clevry.com\/wp-content\/uploads\/2022\/12\/Clevry-home-300x226.png 300w\" sizes=\"auto, (max-width: 665px) 100vw, 665px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c265c18 e-flex e-con-boxed e-con e-parent\" data-id=\"c265c18\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-9bb43fa e-con-full e-flex e-con e-child\" data-id=\"9bb43fa\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-c487f98 e-con-full e-flex e-con e-child\" data-id=\"c487f98\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-26f5433 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"26f5433\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">\u20ac250,000<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c1a334f elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"c1a334f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">Direct recruitment savings<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a670717 e-con-full e-flex e-con e-child\" data-id=\"a670717\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2c7f179 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"2c7f179\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">90%<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ae67a6a elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"ae67a6a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">Of new employees exceeded company defined KPIs<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1593fa9 e-con-full e-flex e-con e-child\" data-id=\"1593fa9\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-85a75f2 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"85a75f2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">23%<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-44e1a99 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"44e1a99\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">Reduction in employee turnover<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-16c389e e-flex e-con-boxed e-con e-parent\" data-id=\"16c389e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-72e27b2 elementor-widget elementor-widget-text-editor\" data-id=\"72e27b2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2 data-fontsize=\"34\" data-lineheight=\"47\">Aims<\/h2><p>The company wanted to understand better what traits correlate with good job performance in their Customer Service roles.<\/p><p>The goal was to build a data-driven, predictive, unbiased recruitment process to deliver substantial cost savings by reducing employee turnover and increasing engagement.<\/p><p>Some of the key aims for the project were:<\/p><ul><li><p>Identify candidates who are best suited to working in a Customer Service role.<\/p><\/li><li><p>Use psychometric data to improve Customer Service recruitment and reduce recruitment costs and staff attrition rates.<\/p><\/li><li><p>Incorporate cognitive ability tests and personality assessments, using bespoke personality scales built to match the company values and correlate with other success factors.<\/p><\/li><li><p>To use <a href=\"https:\/\/www.clevry.com\/en\/platform\/assessments\/\">psychometric assessments<\/a> from the start of their recruitment process.<\/p><\/li><\/ul><h2 data-fontsize=\"34\" data-lineheight=\"47\">Our Approach<\/h2><ol><li><p>In-depth scoping and role research by Clevry&#8217;s Occupational Psychologists.<\/p><\/li><li><p>We then worked with the client to help define their performance metrics.<\/p><\/li><li><p>150 current staff members were then asked to complete an assessment.<\/p><\/li><li><p>We analysed and combined the assessment results with actual job performance based on KPIs to build the ideal profile for Customer Service for this particular company.<\/p><\/li><\/ol><h2 data-fontsize=\"34\" data-lineheight=\"47\">The Results<\/h2><p>The company witnessed some significant improvements using the created ideal profile when recruiting new employees for Customer Service.<\/p><p>Results and key findings of the project included:<\/p><ul><li><p>40 new recruitments in the first four months using using the new predictive recruitment model.<\/p><\/li><li><p>90% of the new recruits exceeded company-defined KPIs within the first two weeks.<\/p><\/li><li><p>Employee turnover decreased from 31% to 7,9%.<\/p><\/li><li><p>Cost savings within first six months ca. \u20ac 250,000<\/p><\/li><li><p>Qualitative feedback from the line managers was very positive. Managers reported excellent cultural fit and high levels of engagement among the new recruits.<\/p><\/li><li><p>Strong correlation between verbal ability test results and job performance.<\/p><\/li><li><p>Correlation between personality assessment results and job performance. We found a strong correlation between 13 traits and company-defined KPIs.<\/p><\/li><li><p>After the assessments, all candidates received an automated <a href=\"https:\/\/www.clevry.com\/en\/resources\/sample-reports\/personal-feedback-report\/\">feedback report<\/a> based on their results.<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-de2de23 elementor-blockquote--skin-quotation elementor-widget elementor-widget-blockquote\" data-id=\"de2de23\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"blockquote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<blockquote class=\"elementor-blockquote\">\n\t\t\t<p class=\"elementor-blockquote__content\">\n\t\t\t\t\"It's hard for me to describe how wonderfully the cooperation has worked. In addition to incredible results, the new hires are quick to learn, curious and hungry. They have created a completely new culture for our customer service.\"\n\n\t\t\t<\/p>\n\t\t\t\t\t\t\t<div class=\"e-q-footer\">\n\t\t\t\t\t\t\t\t\t\t\t<cite class=\"elementor-blockquote__author\">- Customer feedback -<\/cite>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/blockquote>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-abe05e4 e-flex e-con-boxed e-con e-parent\" data-id=\"abe05e4\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-61c7147 e-flex e-con-boxed e-con e-child\" data-id=\"61c7147\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-98ee7f0 e-con-full e-flex e-con e-child\" data-id=\"98ee7f0\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-783b9ce elementor-widget elementor-widget-heading\" data-id=\"783b9ce\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\"><b>Platform demo<\/b><\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2170977 elementor-widget elementor-widget-heading\" data-id=\"2170977\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\"><b>Book a demo<\/b> <\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-16df565 elementor-widget elementor-widget-heading\" data-id=\"16df565\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\"><b>And see how Clevry can support your recruitment<\/b><\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a39135c elementor-widget elementor-widget-button\" data-id=\"a39135c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/www.clevry.com\/en\/platform\/book-a-demo\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Book your demo<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4fa1684 e-flex e-con-boxed e-con e-child\" data-id=\"4fa1684\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a2ca335 elementor-widget elementor-widget-image\" data-id=\"a2ca335\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" loading=\"lazy\" width=\"800\" height=\"800\" src=\"https:\/\/www.clevry.com\/wp-content\/uploads\/Book-a-Demo-Image.png\" class=\"attachment-large size-large wp-image-31829\" alt=\"Book a Demo - Image\" srcset=\"https:\/\/www.clevry.com\/wp-content\/uploads\/Book-a-Demo-Image.png 1000w, https:\/\/www.clevry.com\/wp-content\/uploads\/Book-a-Demo-Image-300x300.png 300w, https:\/\/www.clevry.com\/wp-content\/uploads\/Book-a-Demo-Image-150x150.png 150w, https:\/\/www.clevry.com\/wp-content\/uploads\/Book-a-Demo-Image-768x768.png 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Case Study Customer Service How we helped one publicly listed Nordic company reduce employee turnover and increase productivity in customer service roles. Background This Nordic-based publicly listed company was building a new customer service team and were struggling to find good customer service candidates that matched the company values. The company wanted to implement a [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":3159,"parent":1317,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-8995","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Nordic Publicly Listed Company - Clevry<\/title>\n<meta name=\"description\" content=\"How Clevry helped one publicly listed Nordic company reduce employee turnover and increase productivity in customer service roles.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.clevry.com\/en_us\/resources\/case-study\/customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Nordic Publicly Listed Company - 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