Pentafon reduces early attrition by -39% and social cost burden by -47% with its traineeship model

With its inclusive talent pipeline, Pentafon transformed the development of people with no experience into an operational advantage. The model strengthened employability, reduced early attrition, improved service quality, and consolidated a scalable talent‑development strategy.

The Contact Center industry faces a structural challenge: while millions of young people, single mothers and fathers, older adults, and individuals without formal experience face barriers to accessing employment, operations require increasingly prepared and adaptable talent. In response, Pentafon decided to evolve from traditional recruiting to a training and workforce‑insertion model with real impact.

Objectives

• Build an inclusive, formal, and scalable talent pipeline.
• Prepare, certify, and integrate people without experience or from vulnerable groups.
• Ensure real learning, income during training, and effective integration into operations.
• Reduce barriers to formal employment and strengthen sustainable organizational growth.

An inclusion strategy to develop talent with operational impact

Pentafon, together with the ICIE Institute, developed a training, certification, and workforce‑insertion model based on five pillars: training aligned to real operations, on‑the‑job learning with income, a flexible yet demanding LMS‑based scheme, human support with basic protection, and labor insertion with coaching to consolidate performance.

Implementation took place in stages: early attrition diagnosis, model design with a specialized partner, alignment with clients and regulatory requirements, structuring of the traineeship scheme, pilot phase, measurement and adjustments, and progressive scaling until covering 100% of Pentafon campaigns. This turned inclusion into a strategic advantage by expanding the talent pool, improving operational stability, and preparing profiles aligned with real business needs.

Results

• -39.1% Attrition
• -48.6% Social cost burden
• +4.5% Quality
• +4.4% Learning (KPI 1)
• +50.8% CSAT Voice
• +3.3% eNPS
• +86.4% ESAT

This case demonstrates that inclusion generates value when it is designed as an operational model and not just a social initiative. Pentafon transformed the development of inexperienced talent into a measurable strategy for employability, stability, and service quality, aligned with the sector’s structural needs. For this reason, the project won Gold in the Best Inclusion and Diversity Initiative category at the IMT 2026 National CX&EX Awards.

Do you want to strengthen your operation with a more inclusive, stable, and scalable talent model? At Pentafon, we develop strategies that turn training and inclusion into real business value.