Outsourcing Impact Review: Fusion CX

With its “Impact Sourcing — NAPS & NATS” initiative, Fusion CX proves workforce development can be both inclusive and business-driven, forging career pathways for disadvantaged youth across India while enhancing performance and efficiency for leading global brands.

Fusion CX has pioneered the integration of the National Apprenticeship Promotion Scheme (NAPS) and National Apprenticeship Training Scheme (NATS) directly into its customer experience operations. This approach closes the gap between education and employment, transforms young lives with market-ready CX skills, and provides clients access to a reliable, cost-effective talent pool—while maintaining world-class standards in multilingual service and digital transformation.

Impact of “Impact Sourcing - NAPS/NATS”

Since launch, Fusion CX has onboarded over 1,300 apprentices—many from underserved and economically marginalized backgrounds—delivering more than 450 apprentices annually through these schemes. The impact is measured in immediate employment, financial stability, and career progression. Notably, 68% of apprentices convert to full-time roles within a year, with apprentices recording 35% higher retention than non-apprentice hires and 100% training completion rates. Client teams benefit from up to 25% savings via subsidized wages and streamlined onboarding, with apprentice-led CX teams outperforming in customer experience scores (+12%) and cost efficiency (-18% per transaction).

How “Impact Sourcing - NAPS/NATS” Started: A quick background

Launched in response to high youth unemployment and the persistent skills gap, Fusion CX embedded NAPS and NATS into its core talent engine, treating apprenticeships not as add-ons but as fundamental, scalable business drivers. These government-backed programs have become a replicable blueprint, now extending from the original Kolkata hub into Tier 2 and Tier 3 cities nationwide.

Relevant Statistics: Facts and Figures

• 1,300+ apprentices employed since program inception
• 68% conversion rate to full-time employment within 12 months
• 35% higher retention among apprentices versus entry-level hires
• 100% training completion and CX tool certification rates
• 25% average client cost savings and up to 18% lower operating costs per transaction
• 12% improvement in average customer experience (CX) scores among apprentice-led teams

Positive Impact Created

Beyond metrics, Fusion’s model has catalyzed community transformation—lowering youth unemployment around its delivery centers, stabilizing family incomes, and unlocking new opportunities, especially for young women. The holistic curriculum combines in-class learning with live project experience and is informed by real-time data to ensure personal growth translates into business impact. Family incomes have stabilized, long-term employability is rising, and businesses gain resilient, motivated teams.

A Real Impact

Hundreds of individual stories highlight the initiative’s measurable impact, but community-level transformation stands out: entire neighborhoods have shifted as youth secure sustainable employment. In the Kolkata area, local gig work gives way to formal positions, helping families afford better education and healthcare and inspiring greater social mobility—especially among young women, who now represent a growing share of apprentice cohorts.