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:
Ongoing, granular diagnosis: Monthly surveys segmented by operational cell, campaign type, and leadership level.
Executive dashboards on culture and well-being: Visualization of key metrics such as eNPS, sense of belonging, leadership perception, brand pride, and emotional connection.
Personalized development programs: Career plans tailored to profile, tenure, and employee aspirations.
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.