Fusion CX has earned the Silver Award in the Diversity, Equity, and Inclusion (Medium Category) at the Outsourcing Impact Review (OIR) 2025 Awards, hosted by Outsource Accelerator.
The announcement, made through an official Outsource Accelerator press release on October 17, 2025, recognizes Fusion CX’s groundbreaking “Impact Sourcing – NAPS & NATS” initiative — a model that empowers underserved youth across India through apprenticeship-based employment while driving measurable performance and efficiency gains for global brands.
Empowering Inclusion Through Apprenticeships
Fusion CX has redefined inclusive hiring by integrating India’s National Apprenticeship Promotion Scheme (NAPS) and National Apprenticeship Training Scheme (NATS) into its customer experience operations.
By treating apprenticeships as a strategic workforce engine, not a side program, the company has bridged the gap between classroom learning and employable skills. Youth from disadvantaged communities receive hands-on CX and digital training that translates directly into long-term careers.
Turning Challenges Into Opportunities
The NAPS/NATS initiative was designed to combat two systemic issues — youth unemployment and industry skill shortages. Fusion CX saw an opportunity to create social change through structured apprenticeships embedded in real business operations.
Apprentices undergo mentorship, live project exposure, and certification programs that prepare them to transition into full-time employment seamlessly. The result is a replicable model where impact sourcing aligns perfectly with business goals.
Results That Speak for Themselves
Fusion CX’s apprenticeship program has produced impressive outcomes since launch:
- 1,300+ apprentices onboarded
- 68% conversion rate to full-time roles within 12 months
- 35% higher retention vs. entry-level hires
- 100% training completion and certification
- 25% client cost savings and 18% lower operating costs per transaction
- 12% higher CX scores among apprentice-led teams
These numbers show that inclusive hiring isn’t just socially responsible — it’s operationally effective.
Transforming Communities, One Career at a Time
The program’s impact reaches far beyond Fusion CX’s delivery centers. In Tier 2 and Tier 3 cities, apprenticeships have replaced informal gig work with formal, stable employment. Family incomes have stabilized, and career aspirations are rising.
In the Kolkata region, the initiative has opened doors for young women, who now represent a growing share of apprenticeship cohorts and serve as role models in their communities.
Fusion CX’s DEI Model in Action
The company’s approach to diversity, equity, and inclusion rests on three pillars — accessibility, opportunity, and growth.
Each phase of the apprenticeship journey is designed to ensure participants are supported from onboarding to full-time employment.
Core Elements of the Model:
- Inclusive Recruitment: Collaboration with NGOs and local institutes to identify underrepresented youth.
- Mentorship & Career Mapping: Every apprentice is paired with mentors who guide learning and progression.
- Blended Training: Classroom learning combined with on-the-job project experience.
- Gender Empowerment: Programs that advance women in service, leadership, and digital roles.
This framework ensures that DEI is not symbolic—it’s systemic and measurable.
Public-Private Collaboration Driving Scalable Impact
Fusion CX’s success is also a testament to public-private collaboration. Through NAPS and NATS, the company aligns with India’s national skill development goals while providing its clients with a socially responsible, cost-efficient talent pipeline.
“Clients increasingly want partnerships that deliver both performance and purpose,” added Kishore Saraogi. “Our apprenticeship framework allows brands to participate in measurable impact while achieving tangible operational gains.”
A Recognition That Reflects Industry Evolution
Now in its third year, the Outsourcing Impact Review (OIR) Awards honor organizations that create measurable progress in diversity, education, and community development.
Fusion CX’s Silver Award in the DEI (Medium) category underscores the growing importance of impact sourcing in sustainable outsourcing strategies. The OIR 2025 Report features Fusion CX as a model for integrating inclusive employment into high-performance operations—showing that social good and commercial success can coexist seamlessly.
The Road Ahead
For Fusion CX, the Silver Award is both recognition and motivation. The company aims to scale its apprenticeship program nationwide, partnering with universities and vocational institutions. Fusion CX intends to create over 5,000 new apprenticeship opportunities in the next three years.
“Our goal has always been to make inclusion scalable,” said Oindrila Banerjee. “We’re not just filling roles—we’re building futures. Every apprentice who thrives contributes to a stronger community and a more inclusive economy.”
Fusion CX’s recognition at the OIR 2025 Awards is more than a corporate milestone — it’s a testament to the power of inclusive innovation. By transforming apprenticeship programs into engines of growth and equity, Fusion CX is proving that when inclusion becomes strategy, everyone wins.
About Fusion CX
Fusion CX is a global provider of Customer Experience (CX), Business Process Outsourcing (BPO), and Digital Transformation services, operating in 14 countries and over 25 languages. With expertise across retail, healthcare, BFSI, telecommunications, and technology, Fusion CX combines human empathy and digital innovation to deliver world-class outcomes.
Committed to sustainability, diversity, and workforce empowerment, Fusion CX continues to redefine what responsible outsourcing looks like in the modern world.
About Outsource Accelerator
Outsource Accelerator is the trusted source of independent information, advisory, and expert implementation of outsourcing. Its website offers over 5,000 articles, 500+ podcast episodes, and a directory of 4,000+ BPO firms, making it easier for businesses to learn about and engage with outsourcing solutions worldwide.
