Growth · Part of Performance Hub
Pulse Surveys
sub-spec 27B
Lightweight one or two-question surveys, delivered weekly, that surface morale signals before they show up as attrition. Aggregate views for managers; anonymized roll-ups for HR.
What an agent sees — the pulse opens from a token-based link with no login and no app chrome, which keeps it feeling anonymous. Three quick questions (eNPS, a manager-support rating, and an optional comment) sit above a notice that responses are aggregated at the line-of-business level with a minimum group size, and are never shown individually to a supervisor or HR.
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For the operator
Lightweight one or two-question pulse surveys delivered weekly that surface morale signals before they show up as attrition. Managers see aggregate views for their teams; HR sees anonymized roll-ups across the operation. The data informs intervention conversations rather than replacing them — early warning, not a substitute for one-on-ones.
Business impact
Voluntary attrition in BPO routinely runs 30-50% annually, and the cost per departure (recruit, onboard, ramp) is in the thousands. Pulse-survey early warning lets HR target retention conversations to the agents actually showing distress signals rather than running blanket programs that miss the at-risk individuals. Even a 2-3 percentage point reduction in voluntary attrition at scale converts to a six-figure annual saving.