Hire and coach to what your best agents share.
Attrition in this industry runs between 31 and 39 per cent a year (ContactBabel, 2024 (opens in new tab); NICE, 2025 (opens in new tab)), and replacing one agent costs around $20,800 (SQM Group (opens in new tab)).
Sariio reveals the motivations and preferences behind your top performers. The people who remain and perform tend to share preferences the leavers didn't. One survey, about 12 minutes, uncovers that pattern - and your managers can apply the results in hiring, onboarding and coaching from the first intake.
Sariio works the same way for an outsourced operation in the UK, South Africa or the United States and for an in-house customer experience team. If you want an operator's view alongside the reports, I'm available; if not, the platform runs itself.
A successMAP: six people placed against the preference pattern your retained agents share, across six dimensions. Explore the live sample
Four decisions that stop being guesswork
Interview against the profile of success
Build a successMAP from your retained people. The survey takes about 12 minutes (sixty statements) and maps each person's preference patterns. When comparing new candidates, Sariio measures how closely working preferences align with the pattern your top performers share. The result is a measure of visual alignment, not a predictive score. There's no automated screening; the interview remains a human conversation, leaving the final judgement with your operational managers.
Land new people in the team they actually joined
A teamMAP shows a new starter's manager where this person's preferences sit within the team from day one - who they'll find easy, where friction is likely, and how to shape the first ninety days around the new starter's preferences. Most agent attrition happens inside that window (SQM Group (opens in new tab)) - which is exactly where a map matters most.
Help team leaders coach each person more frequently
Gallup attributes 70 per cent of the variance in team engagement to the manager (opens in new tab). A myMAP offers each team leader a two-minute read on how each agent prefers to work - and Ask Sariio answers questions about any profile in the moment, grounded only in what that person's survey recorded.
Reveal what the culture tells you about retention
A cultureMAP shows the whole operation at once: where the collective centre of gravity sits, where views pull in different directions, and what the culture finds hard to see without evidence. Held against your attrition and quality numbers, a cultureMAP turns a retention hunch into an evidenced conversation with your board or your client.
Nigel Frank International reduced drop-out rates by over 35 per cent using the earlier generation of Sariio, across EMEA, the United States and Asia Pacific.
Everflow: a live pilot, held to the numbers
Everflow, a UK business water and utilities supplier, engaged me between February and May 2026 as Everflow's strategic on-site representative in Cape Town for a sales pilot with an outsourcing partner. The brief: hold the pilot to Everflow's commercial objectives, advise independently on whether the operation was ready to scale, and make a clear recommendation at the end.
"I asked David to lead our Cape Town pilot because he has worked on both sides of an outsourcing relationship, and I wanted someone who would represent Everflow's interests without treating our partner as a supplier to be managed at arm's length. He held the operation to our commercial objectives and our sales method, and at the same time kept the partner's team engaged and their turnover steady. Those two things usually pull against each other. When the pilot ended, he gave us a clear recommendation rather than a comfortable one."
Len Curtis, Chief Sales Officer, Everflow Utilities - August 2026
Leading Everflow's sales pilot on the contact-centre floor, Cape Town.
With Shadow Global's COO and CEO, Cape Town.
Shadow Global: fit, for first-time workers
Shadow Global is South Africa's first impact-sourcing organisation, placing young South Africans into permanent contact-centre careers with employer partners. Preference maps bring evidence of fit to candidates who have no CV, no work history and no referee.
"For the first time our employer partners can hold a data-led conversation about fit at interview."
Nate Jacobs, Shadow Global (opens in new tab)
Retention is determined in the first 90 days.
Most attrition is decided early (SQM Group (opens in new tab)). A new agent's first weeks set the pattern - whether the role fits how the agent prefers to work, whether the team leader reads the new starter well, and whether anyone notices the pressure before the resignation letter arrives. Sariio puts each person's preferences in the team leader's hands from day one, and the 30/60/90 rhythm turns onboarding into a measured routine: three return visits, each read against your numbers.
Questions about the pilot
How long does a Sariio pilot take?
Run a free 30-day pilot with a single team. Start with one clearly defined problem, agree on the baseline and a success measure, run the pilot with the people who will use the evidence, then review the result together. If the evidence doesn't support wider use, you walk away at no cost. Optional implementation consulting is available at £750 + VAT if you want hands-on help to accelerate the pilot.
What does a pilot cost?
Pilot pricing reflects the intake size and scope, agreed in a conversation before anything is signed. There's no self-serve checkout and no payment card required. Talk to Sariio about what your operation looks like.
What do people see, and who owns the data?
Each person receives a myMAP first. The person's results belong to them, reach them before anyone else, and sharing is the point of the design. Consent is captured before every survey, the survey passes no verdict on ability, and no types, grades or rankings exist. People aren't being watched; every person is being read accurately, in each person's words, from each person's answers.
Will this screen candidates automatically?
No - and the platform is built so that cannot happen. The app applies no threshold, rejects nobody and shortlists nobody. Where a successMAP benchmark is used in hiring, the benchmark shows where a candidate's preferences sit against the people who remain and perform well in the role, and a human decides what that means. That commitment is written into the contract as well as the design.
What happens after the pilot?
If the day-thirty read-out makes the case, the platform rolls out across the operation with every report included. A Customer Success retainer is available where you want our people alongside yours, with continued support, quarterly re-surveys and review. If the numbers don't make the case, I'll say so.
Start with one role
The quickest test is a single role with a clear KPI. Tell me about the operation and I'll tell you what a successMAP reveals, and where the limits sit.
Free for individuals. Talk to Sariio about running Sariio across your operation. See the product first? See six people placed against a successMAP How deployment works - Pricing. Taking this to a colleague? the one-page pilot outline (PDF).