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Pentafon named finalist at the CCW Excellence Awards

By integrating People Analytics and a cross-functional governance structure into its Employee Experience strategy, Pentafon achieved a 40% increase in NPS, 20% in eNPS, and 25% in profitability. These results earned the company a spot as a finalist in the 2025 CCW Excellence Awards in the CMP Research Best of the Best: Employee Experience category, alongside companies like Microsoft, Alorica, and Foundever. This recognition positions Mexico among the global benchmarks in talent management.

The award will be presented on June 10 during Customer Contact Week in Las Vegas, the world’s most important event for customer experience and contact centers.

Talent management with direct business impact

The nominated strategy—Culture of Growth: a commitment to eNPS and continuous development—transformed the employee experience with measurable results for operations:

  • 40% increase in NPS

  • 20% increase in eNPS

  • 25% increase in profitability

  • 41% reduction in annual turnover

  • 30% reduction in turnover cost

  • Over 80% internal promotion rate

These improvements were driven by five strategic pillars:

  • Employee journey based on real data

  • Predictive analytics for retention and development decisions

  • Talent governance through cross-functional committees

  • Structured training at all levels

  • Holistic well-being and a strong sense of purpose

Talent drives customer experience

The model helped optimize resources, shorten onboarding times, and improve operational continuity—resulting in more empathetic, efficient, and customer-focused service.

"The only way to ensure a competitive NPS is through committed, skilled, and purpose-driven people. Today, Employee Experience is an investment that drives profitability," said Antonio Fajer, CEO of Pentafon.

Mexico competing among global leaders

Pentafon is the only Mexican contact center finalist in the 2025 CCW Excellence Awards, reinforcing its regional leadership. The company operates with 3,500 workstations across Mexico and LATAM, leverages Genesys technology, a hybrid Pentahome® model, and holds certifications including PCI-DSS Level 1, ISO 27001, ISO 18295, ISO 9001, and TIA-942 TIER II.

 
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