Benefitting with people focus, with an award winning solution
The client’s shared services organization (SSO) provides real-time customer support for different time zones. Among its biggest challenges was the high attrition, ~43%, of people working the graveyard shifts. Infosys BPM set up a team to strategize and execute a multi-year program to improve talent management practices, and took a holistic approach to help the client reduce the attrition rate to less than 15%. The solution also provided a peripheral outcome, with a business value delivery of over $15 Mn, and a major global level award win for the solution.