Afni Leverages UKG Platform to Boost Contact Center Retention and Performance
Event summary
- Afni, a global BPO company with 10,000 employees, has used UKG’s Workforce Operating Platform since 2012 to improve frontline performance and retention.
- UKG Pro suite provides real-time workforce intelligence, helping Afni identify patterns and address retention risks proactively.
- Afni uses UKG Pro Employee Voice for continuous employee feedback through surveys and pulse checks.
- The platform has enabled Afni to maintain accurate payroll for 15 years without missing a payment.
The big picture
Afni’s adoption of UKG’s platform highlights a growing trend in the BPO industry toward data-driven workforce management. As contact centers face increasing pressure to maintain high retention and performance levels, real-time workforce intelligence is becoming critical. The partnership underscores the strategic importance of integrating HR technology with operational workflows to drive better business outcomes.
What we're watching
- Retention Strategy
- How Afni’s use of UKG Pro Employee Voice will impact long-term retention trends across its global workforce.
- Frontline Performance
- Whether the integration of workforce data and employee feedback can sustain improved frontline performance metrics.
- Platform Scalability
- The pace at which UKG’s platform can adapt to evolving workforce challenges in the BPO sector.