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Thank you Steve. We are in the throws of fine tuning our selection process and many of your tips are the things we are looking to implement. Our attrition rate for 2015 was 11% and a large percentage of those agents were dropouts in the first 90 day trial period - bad hires 6% The rest transferred to other departments 2% or left for other jobs 3%We want to stop reacting and start getting it right the first time even if it means we will be overstaffed.
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