During the pandemic, Conduent rapidly transitioned clients’ contact center operations to remote models, delivering long-term performance gains. For a technology client, 95 percent of associates shifted to work-at-home in under two weeks, driving a 25 percent productivity increase, 5 percent higher first call resolution, and 50 percent lower attrition. A telecom client saw 27 percent higher productivity, 25 percent more resource availability, and 55 percent lower absenteeism and attrition after migrating 50 percent of associates. A logistics client transitioned 80 percent of staff, achieving 29 percent productivity gains, 32 percent higher resource availability, and 25 percent more associate satisfaction.

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