Case Study: WDS (a Xerox company) achieves 50% lower contact‑center attrition and builds internal experts with SAP SuccessFactors

Redefining the Role of the Call Center Agent with SuccessFactors Solutions

WDS, a Xerox company specializing in contact-center technology and services, wanted to shift from reacting to customer problems to preventing them by understanding why people call and turning that insight into better solutions. To make this strategy real, WDS engaged SAP SuccessFactors and deployed its talent-management solutions to give agents the skills, metrics, and visibility needed to support a proactive customer-care model.

SAP SuccessFactors implemented Employee Central, Performance & Goals, and Recruiting to establish common standards, track behaviors, and surface internal experts. As a result, agents now capture root-cause data, the contact center has become a leadership pipeline, attrition in customer-facing roles dropped by 50%, and 70% of expert roles are filled internally—creating a simple way to spot hidden talent.

WDS

David Bowes

Chief People Officer