How to Reduce Turnover by 27% with an Employee-Centricity Model

Pentafon implemented a data-driven management model to align the employee experience with business objectives. Through periodic surveys, monitoring dashboards, and tailored development programs, the company reduced turnover by 27%, increased eNPS by 22%, and improved operational productivity by 19%. This strategy was recognized with the IMT National CX & EX Award 2025.

The context: no customer experience without employee experience

The success of a contact center depends directly on the commitment and stability of its talent. In 2022, Pentafon faced challenges such as:

• High monthly turnover above 6% in operational campaigns.

• Weak connection between management indicators and organizational climate.

• Limited visibility for leaders into demotivation factors.

• Low retention during the first 90 days.

Data from Great Place to Work, Gallup, and McKinsey align: companies with higher employee engagement can achieve up to 23% more profitability and 17% more productivity. Pentafon decided to act accordingly.

Strategy: data at the core, culture as a differentiator

The employee experience model was designed around four key components:

1. Ongoing, granular diagnosis: Monthly surveys segmented by operational cell, campaign type, and leadership level.

2. Executive dashboards on culture and well-being: Visualization of key metrics such as eNPS, sense of belonging, leadership perception, brand pride, and emotional connection.

3. Personalized development programs: Career plans tailored to profile, tenure, and employee aspirations.

4. Internal communication and systematic recognition: Visible initiatives for feedback, positive reinforcement, ceremonies, and listening spaces.

Results of the model

Employee experience indicators improved significantly:

• +22% in eNPS in one year.

• -27% in total turnover.

• +19% in operational productivity.

• +14% in satisfaction with direct leadership.

• +13% in sense of belonging.

• +11% in perception of well-being.

89% of employees stated that “Pentafon cares about their professional development.”

A people-centered operation is a sustainable operation. The only way to guarantee a differentiated customer experience is to care for the internal experience with the same rigor.

This strategy was recognized with the IMT National CX & EX Award 2025 for its comprehensive approach to employee experience as a driver of productivity and retention.