Case Study: Sekure Merchant Solutions achieves 62% increase in agent retention and record revenue with Alvaria Motivate (Alvaria)

Sekure Merchant Solutions Conquering Agent Attrition by Elevating the Employee Experience

Sekure Merchant Solutions is a Montreal-based provider of merchant processing services that supports over 20,000 businesses and runs nearly 120,000 outbound calls a day. Rapid growth and heavy outbound activity exposed chronic call‑center challenges—most critically high agent turnover—and Sekure wanted an intuitive, feature‑rich solution to boost operational efficiency, agent and supervisor productivity, transparency, and competition without causing product fatigue.

Sekure deployed Alvaria Workforce Engagement Management and Alvaria Motivate—including TV leaderboards, four role‑specific interfaces, KPI scorecards with machine‑learning forecasts, and integrated coaching/LMS tied to gamified rewards. Within months they saw record revenue and profitability, a 62% net improvement in agent retention, 15% more leads per agent, a 12.5% lift in transfer conversion, and 1,500 yearly management hours saved, while supervisor goal attainment and deployment efficiency also improved markedly.

Sekure Merchant Solutions

Matt Coffey

General Manager, Technical Projects