Elevating the Employee Onboarding Experience with Video

The Challenge

As a global business process outsourcing (BPO) leader that provides dedicated customer service agents, IntouchCX works with some of the world’s top brands in a wide range of industries, from ecommerce to gaming, both in the B2C and B2B spheres. The company onboards an average of 500 employees each month. But during its busy season? That number can balloon to 5,000 people in less than three months.

This industry has a very high attrition rate, and 80% happens within an employee’s first month with the company. Additionally, IntouchCX’s global growth surge is a good problem to have, but that meant without tailored communications, its global onboarding experience wasn’t resonating with employees at the regional or cultural level.

The company realized they needed to deliver consistent messaging for recruiting, employee onboarding, and learning and development that could be adapted locally for different regions within North America, Latin America, Asia-Pacific, Europe, and Africa.

IntouchCX chose SundaySky to enhance its employee onboarding experience and engagement with video at a global scale while reducing attrition in the first 30 days for a new hire.

The Solution

Regional locations now create their video communications to support new hires during the onboarding experience using SundaySky’s enterprise video platform. IntouchCX’s global employee experience team configured brand visual and voice settings within the platform and created standard operating procedures to guide its regional teams to create their own video stories locally that resonate with their people. Local storytelling using custom videos also helps ease their designers’ workload so they can focus on bigger projects.

IntouchCX’s employee onboarding experience features multiple videos within the first 30 days of the employee journey, all focused on keeping new employees engaged between hiring and orientation events, providing helpful information about company culture and administrative resources, and setting expectations for how to be successful. This includes telling stories of employees who have flourished at the company—offering inspiration and a road map for others’ careers. This type of employee-generated content is critical for a business centered around people and a brand diverse with global voices and perspectives.

The Outcome

SundaySky’s enterprise video platform provides the comprehensive features companies need to scale personalized videos globally while aligning with brand requirements and a consistent overall tone. SundaySky’s ease of use, unparallel personalization features, and AI capabilities make creating custom videos simple and quick—no video experience required. With complete control over every element, SundaySky helps businesses easily expand their video strategy from customer experience to employee communications.

IntouchCX relies on SundaySky to achieve the company’s video-first strategy for creative employee onboarding, training, internal communications, and employee engagement with a personal touch.