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Working Solutions Had 0% Attrition with SymTrain​

high-angle-shot-of-a-team-of-call-center-agents-wo-2025-04-05-17-26-37-utc (1)

Industry

Business Process Outsourcing

Challenge

Working Solutions, an award-winning BPO, faced high training costs, attrition rates as high as 35%, and the need to exceed a client’s NPS target of 50 in order to win a competitive vendor contract.​

Results

By integrating SymTrain’s AI Coaching into a three-week onboarding program, the company cut agent attrition to 0% in the group that completed each Sym at least twice during the program, increased engagement to 93, and boosted NPS to 67, outperforming competitors and securing the client contract.​

Use Case

Onboarding

workingsolutions.com/
0%
Attrition when completing Syms at least twice
97%
Engagement Level when completing Syms at least twice
+27
NPS Improvement when completing a sym at least twice

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.

Tamara Schroer

VP, Education & Development​

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About Working Solutions

Working Solutions is an award-winning business process outsourcing (BPO) provider specializing in on-demand contact center services. Known for its commitment to innovation and quality, Working Solutions leverages a distributed workforce to provide high-performance results while maintaining a focus on agent engagement and customer satisfaction.

The Challenge

One of the top outsourced customer service providers in the contact center industry implemented SymTrain to strengthen training effectiveness and improve retention. By incorporating consistent, AI-powered practice into their onboarding process, they achieved 0% attrition in a pilot group, an unprecedented outcome that 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 50 during the program launch. With four other vendors in the running, performance during the training phase would be a decisive factor.

The Solution

The company piloted SymTrain’s AI-driven simulations during a three-week training program. The training was designed with multiple scenarios, chunked into manageable practice sessions. They tested three distinct groups:

  • No Practice Group: Received standard training only, without SymTrain simulations.
  • Single Practice Group: Completed each Sym only once during the training program.
  • Double Practice Group: Completed each Sym at least twice during the program.

The focus was on measuring engagement levels, attrition rates, and the ability to meet or exceed the client’s NPS target.

The Results

Screenshot 2025-08-26 170424The 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.
By integrating SymTrain into their training process, this leading customer service provider not only improved performance metrics but also eliminated attrition in the pilot group and gained a critical competitive edge in securing contracts.

Boost readiness. Cut ramp time. Elevate performance. Start with SymTrain.

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