How We Achieved a 50% Reduced Attrition Rate

The Ask

The client sought our assistance to address a pervasive challenge across their enterprise: high agent attrition rates. Escalating costs associated with training new agents were a major concern, prompting the client to seek a solution that would emulate the success of our site's historically low attrition rate (averaging less than 3% attrition among our production agents month over month).

The Solution

To counteract the escalating employee attrition rates, we devised a strategic solution focused on employee experience and development. Our solution comprised targeted initiatives to retain and nurture talent across the enterprise:


We introduced a comprehensive onboarding program that immersed new hires in the company culture, values, and opportunities for growth from the very beginning. This approach fostered a sense of belonging and purpose.


For each employee, we crafted personalized development plans based on their strengths, skills, and career aspirations. This approach not only empowered employees to chart their growth but also demonstrated the organization's commitment to their professional journey.


Regular coaching and training sessions were organized to upskill employees and keep them updated on emerging trends within the enterprise and company. This investment in their growth served as a testament to their value and paved the way for continuous improvement.


We established a feedback loop (INNER LOOP / OUTER LOOP BOARD) where employees' opinions were heard, leading to timely interventions and improvements. Regular engagement initiatives, teambuilding activities, and recognition programs further reinforced their connection to the organization.

The Results

Our employee-centric approach yielded substantial improvements in employee retention and development, significantly mitigating attrition across the enterprise:

  • Attrition Reduction: The attrition rate decreased by 50%, reflecting a notable improvement in retaining talent.
  • Cost Savings: The reduction in attrition resulted in substantial cost savings due to lower recruitment and training expenses.
  • Enhanced Employee Satisfaction: Employee satisfaction scores surged by 30%, underlining the positive impact of the employee-focused strategies.

Valor Global's commitment to nurturing talent and fostering a positive work environment has transformed our employee retention landscape. Their focus on individual development and engagement has proven to be a game-changer.

Wireless Telecommunications Client

Through our tailored approach centered on employee experience and development, we not only addressed the challenge of high attrition but also ushered in a culture of growth, learning, and engagement. The success of our strategy demonstrates the importance of investing in employees' professional journeys for sustained organizational excellence.

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