Etech Reduces Turnover by 33% and Increases Efficiency by 41%

The Challenge

Etech Global Services is a leading business process outsourcer providing voice, chat, and back-office support. They employ thousands of agents across the US, Jamaica, and India. Etech was facing high early-tenure turnover, particularly in the first 90 days. This was a costly challenge: each new hire who left early represented wasted recruiting, training, and onboarding investment with zero return.

The Solution

Journeyfront partnered with Etech to build a data-driven hiring process tailored to their contact center roles. Using predictive analytics from existing employee data, Journeyfront identified which candidate traits were most associated with retention and strong performance. These insights were used to create custom assessments integrated directly into the hiring workflow, allowing recruiters to automatically screen and prioritize top candidates.

The platform also introduced automated workflows for scheduling, follow-ups, and candidate communications, freeing recruiters to focus on high-value activities instead of manual administrative tasks.

The Results

Within the first year of implementation, Etech saw a 33% reduction in early-tenure turnover across their targeted roles. Recruiter efficiency increased by 41%, driven by automation of repetitive tasks and better candidate pre-qualification. The improvements translated into significant cost savings and allowed Etech to meet client staffing demands more consistently.