Pentafon Recognized as Mexico’s Top Talent Management Contact Center

On March 24, Pentafon was recognized as the leading contact center in the country for having the “Best Talent Management Strategy” and the “Best CX Initiative in Response to the COVID-19 Crisis.”

This award represents the highest recognition for CX professionals in Mexico. To earn it, participants showcase their latest developments aimed at improving customer experience. These awards are endorsed by the Global CIC Model Version 2.0, the National Chamber of Electronics, Telecommunications and IT (CANIETI), PwC, the National Quality Award, the International Finance Corporation (IFC), and the Latin American Alliance of Customer Interaction Organizations (ALOIC).

Pentafon received this recognition based on its talent management strategy, which integrates Artificial Intelligence, data analytics tools, automation, e-learning, and the implementation of a command center. This strategy not only helped Pentafon’s employees achieve their performance goals, but also positively impacted key performance indicators such as employee turnover and Net Promoter Score (NPS). Pentafon affirms that the use of technology and automation allowed its HR team to focus more on connecting with employees—ironically making the company more human.

Pentafon was also honored for the “Best CX Strategy in Response to the COVID-19 Crisis.” This category recognizes brands that responded most swiftly and effectively to the pandemic. Pentafon presented its business continuity plan, which enabled it to protect employee health and migrate client operations to a work-from-home model within days—achieving results even better than those obtained on-site. The company also showcased the actions and investments it made to safeguard employee health, spending over 4 million pesos monthly to expand facilities for social distancing, offer paid leave to vulnerable staff, increase medical personnel, provide sanitizing supplies, conduct testing, install hospital-grade nebulizers, and hire specialized cleaning staff.

Through this strategy, Pentafon demonstrated its commitment to employee safety and health, its resilience, and its ability to collaborate and contribute to its clients’ strategies with disruptive solutions, emerging stronger from the crisis.