Leading car rental company uses employee retention to fuel CX-driven revenues

To address rising attrition rates, Foundever worked with the client to develop and lead a structured retention plan based on findings from absence tracking, SWOT-based focus groups and team roundtables. The plan included refresher training sessions, regular client-led engagement activities, targeted incentive programs and splitting lines of business so that they better connected with the strengths of individual agents. The final element of the plan was to introduce a Subject Matter Expert (SME) with responsibility for providing direct, in-the-moment support to frontline staff when handling the most complex workflows and customer resolutions such as the prepay refund process.

This had an immediate and sustained impact on employee retention and provided a strong foundation on which to start enhancing CX delivery.

Understanding that the key to driving revenues via CX was through quality and consistency of service, Foundever introduced structured operational controls, quality assurance and data-driven governance. Frontline staff coaching, refresher training on soft skills and objection handling, and site-level engagement planning helped drive improvements in customer satisfaction while sustained improvements in quality were achieved through weekly joint calibration sessions with the client for each line of business.

To increase future scalability and operational resilience and create a pipeline of multilingual talent, Foundever also established a new 60-agent team in Porto to support operations in Athens, focused primarily on the Spanish market.