Problem

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Vodafone Czech Republic, a leader in telecommunications, faced a significant challenge: high employee turnover and inconsistent performance among its sales and customer care staff. Despite being known for excellent customer service, Vodafone struggled to align workforce potential with business needs. The company needed to identify the ideal profile for its Customer Care Expert role, understand what distinguished top performers, and improve employee retention.

Key Challenges:

❌ High Employee Turnover: Difficulty in retaining customer care experts led to continuous recruitment and training costs.

❌Inconsistent Performance: Varying skill levels among employees impacted both sales and customer satisfaction.

❌Undefined Success Profiles: Vodafone lacked a clear understanding of what made an employee successful in sales versus customer care.

❌Training Investment Uncertainty: The company needed to identify which skills and competencies were worth investing in to maximize employee success and ROI.

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Solution

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To tackle these challenges, Vodafone partnered with Behavera, a people-first platform that leverages advanced behavioral assessments to uncover employee needs and potential. The collaboration began with a simulation game designed to evaluate employees' natural work styles and competencies, alongside chatbot-driven test that assessed engagement, motivation, and work-culture preferences. Data from 120 retail employees was collected and analyzed, providing valuable insights against Vodafone’s key performance indicators (KPIs).

The findings revealed significant performance blockers, including gaps in motivation and ineffective coaching strategies. Based on these insights, Vodafone identified ideal work-culture profiles for both sales and customer care roles. This allowed them to create tailored competency development plans, ensuring that employees received the support they needed to excel.

With a data-driven approach, Vodafone redefined its hiring and training strategies by selecting candidates who aligned with the company’s success profiles. Employees were placed in roles that best matched their skills and potential, while coaching and development programs were enhanced to maximize the return on investment in training.

Results

Vodafone's data-driven approach delivered impressive results:

✅ 40 % Reduction in Employee Turnover: Clearer career paths, improved motivation, and better hiring alignment significantly increased retention.

✅ 70-80 % Increase in Revenue per Call: Improved coaching methods and role alignment led to higher sales efficiency.

✅ 5 % Improvement in First Call Resolution (FCR): Specialized teams handled customer inquiries more effectively, increasing customer satisfaction.

✅ 96 % Participation in Well-Being Assessments: Employee engagement in workplace feedback increased by 37% compared to traditional in-house surveys.

✅ 8-Point Increase in Employee Engagement Scores: Six months after the merger with UPC, employees reported higher job satisfaction and a 14-point increase in perceived work meaningfulness.