“You did a huge thing! In an industry where turnover is problematic, you’ve created a program that has changed our company forever!”
-Kevin Ryan; TAS United President
Dramatically reduced its employee turnover rate by 82%. This transformation resulted in approximately $650,000 in annual savings on training costs while creating a healthier, more engaged workplace culture.
TAS United is a US-based call center operation employing approximately 200 people. Like many organizations in the call center industry, TAS United faced significant challenges with employee retention that threatened operational efficiency and profitability.
TAS United was experiencing a crisis with an alarmingly high annual turnover rate. The company was cycling through one and a half times its entire workforce each year, creating substantial financial and operational burdens.
Coming out of the pandemic, the call center industry underwent a rapid and lasting transformation. What had long been an industry built around large office environments shifted almost overnight to a fully remote workforce. When employees were later given the option to return to physical offices, many chose not to, and turnover rates surged across the industry.
To meet the changing expectations of the workforce, call centers adapted to a work from home model. While this shift offered flexibility and continuity, it also introduced new challenges, particularly around visibility, communication, and engagement in environments where employees were no longer physically present.
In response, a comprehensive employee retention strategy was developed and implemented between July 2022 and July 2023. The strategy focused on rebuilding trust and strengthening communication across a hybrid workforce that included both in office and remote employees. It also emphasized creating clearer pathways for growth, increasing recognition, and fostering a stronger sense of connection and belonging, regardless of where employees worked.
The strategy was rolled out systematically over 12 months:
All implemented initiatives achieved their objectives:
By systematically addressing the root causes of turnover through a comprehensive
employee engagement strategy, TAS United transformed from a workplace with a
turnover crisis to a stable organization with an 82% improvement in just one year. This improvement not only saved the company an estimated $650,000 annually but also created a healthier, more positive work environment where employees felt valued, heard, and invested in their futures.
The success of this initiative demonstrates that even organizations facing severe retention challenges can achieve dramatic improvements through strategic, employee-focused interventions. The key lies in understanding the true root causes of dissatisfaction, designing targeted solutions, and implementing them with consistency and genuine commitment to employee wellbeing.
For more information about this case study or to discuss similar employee engagement challenges, please contact Fun Intended.
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Industry Research Sources
Workplace engagement data referenced throughout this site is supported by independent research from Gallup Workplace Research and
the Society for Human Resource Management.
Fun Intended operates independently and is not affiliated with these organizations.
