Details anonymised at client request.
Business Situation
The company faced sustained frontline attrition across multiple operational teams, creating rising recruitment, training, and workforce replacement costs across the business. Leadership had visibility into several contributing factors, including outdated night-shift allowances, inconsistent manager quality, and weak onboarding structure for new joiners. However, the organisation lacked a coordinated framework for diagnosing and addressing retention drivers across teams simultaneously.
What the Consultant Did
An independent HR and workforce consultant conducted a structured attrition analysis across agent cohorts, onboarding journeys, compensation structures, and frontline management practices. The engagement included review of exit-interview data, benchmarking of shift incentives, redesign of onboarding processes, manager-performance interventions, and implementation of a structured 90-day employee integration framework. Particular focus was placed on improving retention during early employee tenure while addressing operational management practices affecting frontline teams.
What Changed
The revised retention structure improved onboarding consistency, strengthened workforce management accountability, and reduced recurring attrition across key operational teams. The company also established clearer visibility into the operational drivers influencing employee turnover and workforce replacement costs.
Evidence, not adjectives.
The measurable changes recorded during or following the engagement.
Attrition reduced from 38% to 21% within six months
Estimated annual replacement and retraining costs reduced by ₹1.6 Cr
Structured 90-day onboarding programme implemented across teams
Shift compensation and frontline management practices standardised
