Your best agents share a profile. Now you can see what that profile is.
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 average agent costs around $20,800 (SQM Group (opens in new tab)). Behind both numbers sits a pattern your operation already contains: the people who stay and perform tend to share preferences the leavers didn't. Sariio measures that pattern, and I help you act on the result.
Four decisions you currently make on instinct
Interview against the profile of success
Build a talentMAP from your top performers in a role — your best salespeople, your longest-tenured agents. Candidates take the same survey — sixty statements, around ten minutes — and the interview becomes a conversation about where their preferences sit against the people who already succeed. The app shows how closely each candidate's preferences match that benchmark — a fixed count of aligned statement pairs, always alongside the picture of where the differences sit — and a match is not a merit ranking. There is no automated screening; the interview stays a human conversation, better informed. Nigel Frank International put the effect plainly: "By using Saviio we have reduced our drop-out rate by over 35% leading to improved customer satisfaction and repeat business levels."
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 will find easy, where friction is likely, and what kind of first month plays to their strengths. Most agent attrition happens inside the first ninety days (SQM Group (opens in new tab)) — the window where a map matters most.
Give team leaders something real to work with
Gallup attributes 70 per cent of the variance in team engagement to the manager (opens in new tab). A myMAP gives each team leader a two-minute read on how each agent genuinely prefers to work — and Ask Sariio answers questions about any profile in the moment, grounded only in what that person's survey recorded.
See the culture before the culture surprises you
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 about itself. Held against your attrition and quality numbers, the map turns a retention hunch into an evidenced conversation with your board or your client.
Everflow: holding a live pilot to the numbers
Everflow, a UK business water and utilities supplier, engaged me between February and May 2026 as their strategic on-site representative in Cape Town, for a sales pilot with an outsourcing partner. The brief: hold the pilot to Everflow's own commercial objectives and sales method, advise their head of direct sales independently on whether the operation could scale, and give a clear go or no-go recommendation at the end.
Two things were written into that brief which are usually left to chance — bridging the gap between how Everflow works in the UK and how the Cape Town operation works, and keeping turnover and engagement steady inside the partner's team. And the clearest learning concerned selection: the next cohort improves when the role is profiled properly first, from the people already succeeding in the same role in the UK, and candidates are considered against that evidence. That is precisely the job a talentMAP does.
"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 conversations for first-time workers
Shadow Global exists, in their own words, to create "sustainable pathways to employment and meaningful permanent work for excluded youth" — young South Africans entering the formal economy for the first time, recruited only once a permanent job is already secured with an employer partner. Since founding in 2020 they have opened their first career-creation centre in Mitchells Plain and, by their own count, placed more than a thousand graduates into contact-centre work.
Their challenge is one every BPO recruiter will recognise, sharpened: candidates with no CV, no work history and no referee — and employer partners who need confidence about fit before they commit. Preference maps give both sides something no CV could: evidence about how a person prefers to work, from the person's own answers.
"For the first time our employer partners can hold a data-led conversation about fit at interview."
Shadow Global — South Africa's first impact-sourcing organisation (opens in new tab)
I've done the jobs your floor does
Advice about contact centres tends to come from people who have never sat in one. I spent two years doing the resourcing and screening for Sitel on the Sage account, worked the same way for Inkfish in Nottingham on American Express and Domestic & General, and in 2026 spent four months on the floor in Cape Town as Everflow's strategic on-site representative for a live outsourced sales pilot. When we talk about your operation, we talk about the reality of it.
The full track recordBring one role. I'll show you the profile behind it.
The fastest way to test this is on a single role with a clear KPI — your top team versus the churn. Tell me about your operation, and I'll tell you plainly what a talentMAP would and would not reveal.
14 days · 10 survey credits · no card required — run the platform yourselves, no consulting attached See the product first? Explore the sample talentMAP (opens in new tab) Every price is on one public page — plans & pricing. No surprises.