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Home » Articles » Building engaging client relationships to improve employee retention

Building engaging client relationships to improve employee retention

Building engaging client relationships to improve employee retention

This article is a submission by iCXeed. iCXeed is the only digital-first contact center outsourcer in the market that is disrupting the Business Process Outsourcing (BPO) industry by delivering fewer services but more value.

Employee retention in outsourcing companies is a critical challenge that directly impacts their operational efficiency, service quality, and competitive edge.

High attrition rates not only incur significant costs due to the constant need for recruitment and training but also disrupt the continuity and quality of service provided to clients.

In this context, robust client relationships become paramount. Establishing strong partnerships with clients can lead to a more stable work environment, enhance employee engagement, and ultimately reduce turnover.

This article delves into how nurturing client relationships can be a strategic lever to improve employee retention in outsourcing firms. 

Employee attrition in outsourcing companies 

Employee attrition in outsourcing companies refers to the rate at which employees leave the organization voluntarily or involuntarily over a certain period. This phenomenon can significantly affect operational stability and the ability to deliver consistent, high-quality services.

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Employee attrition in outsourcing companies 
Employee attrition in outsourcing companies

Various factors contribute to employee attrition, including:

  • Job satisfaction
  • Career growth opportunities
  • Work environment
  • Compensation

The impact of high attrition is multifaceted, affecting not just the company’s bottom line but also its reputation and the quality of service offered to clients.

For instance, frequent turnovers can lead to a loss of accumulated knowledge and skills, necessitating ongoing training and development for new hires.

The loss of experienced employees can undermine the company’s ability to innovate and improve its services. It can potentially affect client satisfaction. 

Industry statistics often highlight that outsourcing companies face higher attrition rates compared to other sectors, primarily due to the demanding nature of the work and the varying expectations of employees within this industry.

By understanding the specific challenges related to employee retention in outsourcing, companies can devise targeted strategies to address these issues, thereby creating a more stable and motivated workforce. 

Harnessing client relationships to strengthen employee retention 

In the outsourcing industry, the strength of client relationships extends far beyond securing contracts; it plays a vital role in shaping the internal dynamics of the company, including its impact on employee retention.

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Strong client relationships often translate into stable and long-term projects, providing employees with a sense of job security and continuity.

When employees work on projects with clear goals, supported by a client who values their contribution and fosters a collaborative working environment, Employees’ satisfaction tends to increase and reduce the likelihood of attrition when:

Moreover, positive client interactions can lead to a more engaging and dynamic work environment. Employees are more motivated when they see the tangible results of their efforts and receive direct appreciation from clients.

This sense of achievement and recognition contributes to a more positive workplace atmosphere, making employees more likely to stay with the company.

Additionally, working with esteemed clients can offer employees valuable learning opportunities and career development, which are key factors in employee retention. 

Benefits of cultivating client relationships for employee retention

The benefits of strong client relationships in outsourcing are manifold, impacting various facets of the business, from growth and sustainability to employee morale and customer satisfaction.

Long-term partnerships

Satisfied clients are more likely to engage in long-term partnerships, providing a steady stream of business. This stability not only aids in financial forecasting and planning but also contributes to a more secure working environment for employees. 

Client referrals

Strong client relationships can lead to referrals, expanding the company’s client base and diversifying its portfolio.

This growth is beneficial not only for the company’s bottom line but also for its employees, who gain the opportunity to work on a variety of projects, enhancing their skills and experience. 

Constructive feedback

Moreover, clients who have built a rapport with their outsourcing partners are more likely to provide constructive feedback and collaborate on solving challenges, leading to higher customer satisfaction.

Constructive feedback
Benefits of cultivating client relationships for employee retention

This collaborative approach can foster a more innovative and dynamic work environment, engaging employees and providing them with a sense of purpose and accomplishment.

In turn, employees who feel valued and see the direct impact of their work are more likely to exhibit loyalty to the company, reducing turnover rates. 

Strategies for improving client relationships to boost employee retention

Building and nurturing client relationships is an art that outsourcing companies must master to ensure longevity and stability in their operations.

Here are actionable strategies to enhance these crucial relationships: 

Consistent communication

Establish regular, open lines of communication with clients to understand their needs, expectations, and feedback. Regular updates and check-ins can foster trust and demonstrate your commitment to their success. 

Quality service delivery

Ensure that your service delivery consistently meets or exceeds client expectations. High-quality work results in client satisfaction, which is the foundation of a strong relationship. 

Client engagement

Involve clients in the process, allowing them to provide input and feel invested in the outcomes. This engagement can build a partnership feeling rather than a vendor-client dynamic


Tailor your approach to each client, recognizing that each business has its unique culture, needs, and goals. Personalized attention can make clients feel valued and understood. 

Feedback and adaptation

Actively seek out and be receptive to client feedback. Show that you are willing to adapt and improve based on their input, which can strengthen the relationship and demonstrate your commitment to their satisfaction. 

Value addition

Go beyond the contracted services to provide additional value to clients. Offering insights, industry trends, or helpful suggestions can make your company an indispensable partner. 

Client relationships can heavily impact employee retention

Client relationships are vital, especially when considering their impact on employee retention.

Client relationships can heavily impact employee retention
Client relationships can heavily impact employee retention

Strong client relationships contribute to a stable and engaging work environment, enhancing employee satisfaction and reducing attrition rates. Outsourcing companies can cultivate robust client relationships by:

  • Delivering quality service
  • Engaging in consistent communication
  • Showing a willingness to adapt and add value

The strategies outlined provide a roadmap for outsourcing companies to not only improve their client relationships but also to create a more positive and stable environment for their employees.

This dual focus on client and employee satisfaction is key to the long-term success and sustainability of outsourcing firms. 

Outsourcing companies are encouraged to evaluate and enhance their client relationship strategies actively.

By implementing the discussed approaches, firms can solidify their client partnerships. At the same time, they can also create a more fulfilling and stable workplace for their employees.

Start today by reviewing your client engagement practices and identifying areas for improvement. Remember, strong client relationships are your ally in the quest for improved employee retention and overall business success. 


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Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

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About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

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