[mreid]

Screen them, train them, assess them. 75% of my company are MSRs (member service reps). The average cost of losing a CSR/MSR is $35k all in. Ours are $75k due to the screening and training pipeline. Our turnover is the lowest in the industry and our customer satisfaction the highest. My assessment on those who aren't successful goes right back to their parents in most cases. Values, respect, and responsibility are fleeting attributes these days, but absolutely necessary to make it past our screening process. One of my colleagues is a VP who started on the phones 12 years ago. She is the measure of great values.