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.