sariioRetention in the first ninety days, for BPOs and in-house contact centres.
COPC's research puts around 70 per cent of a contact centre's first-year attrition inside the first ninety days (COPC, 2024), and SQM Group reports the same pattern across the centres SQM surveys (SQM Group, 2023). The weeks that decide whether a new starter remains are therefore the weeks in which the team leader knows that person least.
A twelve-minute survey of work preferences, completed on the first day, reveals to the new starter how they work best and shows the team leader the same reading before the first conversation, so the manager's active part, which Gallup finds behind onboarding people call a success, begins in week one (Gallup, 2021).
The first ninety days
Gallup's exit research finds 52 per cent of people who left voluntarily say their manager or organisation had a way to keep them, and 51 per cent say that in the three months before they left, neither their manager nor any other leader spoke with them about their job satisfaction or their future (Gallup, 2019). A contact-centre agent who leaves at week ten has had those same three months and nothing more.
Only 12 per cent of US employees say their company does a good job of onboarding, yet people whose onboarding was exceptional are 2.6 times as likely to be extremely satisfied with their workplace (Gallup, 2021). People whose manager took an active part are 3.4 times as likely to call their onboarding a success, which is why the team leader rather than the trainer carries the first ninety days. COPC finds agents satisfied with their training twice as likely to remain for a year (COPC, 2024).
Asked what matters most in a job, people put engagement and culture first at 37 per cent, wellbeing second at 31 per cent and pay third at 16 per cent (Gallup, Employee Retention and Attraction indicator, 2025), and people who use their strengths every day are 15 per cent less likely to quit (Gallup, 2015). Gallup's ranking puts engagement and culture above pay, and an agent who is understood in the first fortnight has had the first experience of both.
The sector added 26,346 jobs in 2025 and around 90 per cent went to young people (BPESA, 2025), in a country where Gallup records 18 per cent of employees engaged (Gallup, 2026), so for a large share of agents the first ninety days are their first ninety days in the sector, and for some the first in any job.
COPC, 2024; the same pattern in SQM Group, 2023.
Alex's first week
Alex could be anyone joining your floor. Her survey results are real; her name is not.
Sariio calls her map a myMAP, a personal reading of how she works best, drawn from the survey she completed on day one. Alex sees the map first and her team leader reads the map after her, which is why she recognises herself in the conversations that follow rather than meeting a description written about her. She retakes the survey as the months pass, because preferences move with the work and the map is kept current.
Alex prefers to work a problem through on her own first, so her team leader sends the point for discussion ahead and opens by asking what Alex noticed. Gallup finds people 3.4 times as likely to call onboarding a success when the manager takes an active part (Gallup, 2021), and a team leader who knows this about Alex in week one is taking that part from the first conversation.
Each week Alex's team leader talks with her about one call, prepared around her strengths and the way she receives feedback, so the ninety days in which around 70 per cent of first-year leavers go (COPC, 2024) become ninety days in which someone who knows how she works coaches Alex. Coaching & performance shows one of those conversations in full.
What Alex's team leader knows on day one
Her survey results are real; her name is not.
For your operation
The team leader reads each new starter's map in the first week, so the conversation about how the agent is finding the job, which Gallup finds 51 per cent of leavers went without (Gallup, 2019), happens in the first fortnight.
The team leader prepares each weekly conversation around what the agent does well and how the agent receives feedback, because Gallup finds strengths-based conversations the ones people call meaningful and weaknesses the topic they rate least (Gallup, 2026).
The measure is the share of each intake still on the floor at day ninety, alongside what new starters and team leaders say when asked directly whether the first weeks felt fair and useful.
Alongside what you run
Induction, product training, compliance sign-off and nesting carry on as they are. The survey asks about work preferences rather than personality, and the agent retakes the survey as the months pass, because preferences describe how a person works here and now and change as the person does, which is why Sariio is neither a personality test nor a recruitment screen and competes with neither. Sariio holds results in the EU, in Frankfurt, and the agent reads them before anyone else. Nothing from your operation trains a model. Trust and AI governance carries the full declaration.
Your questions
Working together
Bring one intake of new starters, their team leader and half an hour online, and we'll settle what you want to improve, who's involved and how we'll both know whether the first ninety days went differently. I'll say where Sariio can help and where Sariio can't.
A second meeting brings a written proposal for that intake.
Useful to bring
When the next intake starts, who leads that team, how many of the last intake were still on the floor at day ninety, and what leavers told you on the way out.