In Mexico, Contact Centers face an annual employee turnover rate exceeding 90%, impacting productivity and driving up costs. Replacing an employee can cost between 16% and 20% of their annual salary, including recruitment and training. Even more critical is the operational impact: a new agent has 50% longer average call times and makes twice as many critical errors during their first 90 days.
25% of turnover occurs within the first 30 days and reaches 40% before 90 days, increasing costs related to talent attraction, training, and lost productivity—directly affecting operations.
Pentafon HR Solutions is a strategic extension of Pentafon, designed to address large-scale talent management challenges with comprehensive solutions that combine advanced technology and proven expertise. After years of providing these services to our clients’ in-house contact center teams, we decided to invest in a full-service offering that uses high-end technology to help clients ensure:
Accurate coverage of high-volume roles with ideal profiles using generative AI
Effective training through a blend of in-person instruction, simulators, and proprietary e-learning platforms
Smart hiring via an internship model, transferring only top-performing candidates to the client’s payroll after a 3-month evaluation period
Professional services management of specialized staff teams in areas such as training, quality, and workforce management (WFM)
Comprehensive Talent Management Services
Talent Attraction
We apply Artificial Intelligence (AI) to automate candidate filtering, evaluating work history, legal background, experience, and location in seconds. This ensures faster, more accurate, and bias-free hiring decisions.
This approach increases the conversion rate of qualified candidates and reduces attraction costs by up to 27%.
Our technology enables us to handle high-demand periods, covering up to 800 positions per month due to seasonality or spikes in demand.
Talent Selection
Our methodology combines advanced tools such as generative virtual interviews, psychometric assessments, and simulated role-plays, ensuring precise hiring aligned with client needs.
A key innovation is our Generative Virtual Interviewer, a voicebot that simulates interviews with interactive role-plays to evaluate how candidates respond to real workplace scenarios.
Our bots can access labor, legal, credit, and IMSS databases, as well as geolocation data, in under 90 seconds. Using predictive algorithms, we assess candidate reliability and potential retention.
Results:
50% reduction in selection time
23% decrease in early turnover
Higher quality talent aligned with organizational goals
Training & Development
At Pentafon, we offer personalized training programs through our proprietary platform, Penta Academy, designed using the Kirkpatrick Model to ensure measurable outcomes. Our blended learning approach combines in-person, virtual, and e-learning formats with the innovative Client Simulator, powered by generative AI, which replicates real workplace scenarios.
Key Results:
+31% increase in graduation rate
-35% reduction in learning curve
Faster adaptation and improved productivity from day one
Talent Administration
At Pentafon HR Solutions, we offer end-to-end talent management services, covering everything from payroll and benefits to professional development plans. We optimize processes such as decentralized payroll management, ensuring regulatory compliance and reducing operational costs—backed by advanced technology and a specialized team.
Thanks to our model, we’ve achieved a 21% reduction in early turnover costs, helping companies optimize resources and minimize expenses linked to workforce instability—strengthening operational continuity and ROI in human capital.
Internship Programs
In partnership with STPS and SNE, our internship program promotes the development of young talent through a hands-on, productive model. With over 9,000 hours of client-tailored training, interns integrate quickly into both the culture and operations, ensuring a steady flow of qualified talent.
3,000+ participants trained
2,000 hires in Mexico City
Only high-performing interns are transitioned to client payroll—reducing early turnover and hiring costs
Technology as a Differentiator
We enhance talent management with disruptive technologies such as generative AI, role-play simulators, and people analytics—ensuring precision, speed, and measurable results at every stage:
Generative AI: Automates interviews, filtering, and simulations
Virtual Role-Plays & Simulators: Replicate real scenarios to evaluate and train talent
People Analytics: Analyze key data to personalize strategies and improve retention and performance
These tools allow Pentafon HR Solutions to deliver modular, scalable services that optimize every phase of the talent lifecycle—from attraction to training and administration. Our model not only transforms how contact centers manage talent, but also applies to other high-volume roles such as bank tellers, sales reps, and retail agents.