Working Solutions Had 0% Attrition with SymTrain​

The Challenge

One of the top gig worker BPO CX service providers in the world implemented SymTrain to improve training effectiveness and agent retention. By incorporating consistent, AI-powered practice into their onboarding process, they achieved 0% attrition among more than 100 new hires. This unprecedented outcome directly contributed to winning competitive contracts and securing new clients.

The organization faced common yet critical challenges: 

• High Training Costs: Too much classroom-style “teaching” and not enough active “learning.”
• Attrition During Training: Early-stage agent drop-off rates reached as high as 35% in some programs.
• Competitive Bidding Pressures: They needed to meet or exceed client KPIs to win business over other vendors.
• An ambitious requirement: One of their clients asked to maintain an NPS (Net Promoter Score) of  of 55 during the first six months of program launch. With four other vendors in the running, performance during the training phase would be a decisive factor. 

The Solution

The company selected SymTrain’s AI-driven simulation training during a three-week training and two-week nesting program. The training was designed with multiple scenarios, chunked into spaced practice sessions with varied levels of difficulty and persona types.

Early in their SymTrain implementation, they tested three distinct groups: 

• No Practice Group: Received standard training only, without SymTrain simulations.
  o 35% attrition in the first 60 days
  o 41% NPS Score
  o 62% ESAT Score
• Single Practice Group: Completed each Sym type only once during the training.
  o 15% attrition in the first 60 days
  o 55% NPS Score (hit goal)
  o 84% ESAT Score 
• Double Practice Group: Completed each Sym at least twice during the training.
  o 0% attrition in the first 60 days (unprecedented)
  o 85% NPS Score (world class)
  o 95% ESAT Score (high enthusiasm and confidence)

Business Impact

The exceptional training performance and zero attrition rate became a competitive advantage, helping the company stand out among four other vendors and ultimately secure the client contract.

“Practice needs to be part of learning, hands down. We were spending too much on teaching instead of letting people learn through doing. With SymTrain, we could see exactly how much practice it took for the training to stick. The results spoke for themselves: 0% attrition, high engagement, and an NPS score well above our target.” said Tamara.

By integrating SymTrain into their training process, this global BPO gig CX provider leader not only improved performance metrics by accelerating speed to proficiency, but they also graduated cohorts of learners that were more engaged and fit into the company culture much faster. Focus on AI Training Simulations provided this customer a critical competitive edge in securing contracts.