Reversing Attrition with a Hybrid Work Schedule
The client in this case study requested anonymity to protect confidential business information.
A Chicago-based Top 100 firm specializing in client accounting, tax, and audit services, among others, had lost 7 of their 39 outsourced team members to remote positions. Partnering with TOA Global, they implemented a hybrid arrangement that stopped the turnover. Here’s their story.
3:2
Custom Hybrid Schedule
3 days in office, 2 days remote
0
Departures After Implementation
Flexibility-driven turnover stopped
56%
Team Growth
From 32 in 2024 to 50 as of December 2025
The Challenge
A Growing Team Starts to Shrink
This Top 100 accounting firm tapped TOA Global to build a team of outsourced Filipino professionals. By mid-2024, that team had grown to 39 members. But then, the departures started.
In just two months, the firm lost seven people: four in August, three in September. That’s nearly 18% of the team—a good percentage of members who knew the clients and understood the processes well.
When asked why they were leaving, all seven cited remote work. More specifically, the lack thereof.
The Solution
Designing a Schedule That Works
When TOA Global introduced its Flexible Work Arrangement (FWA) program, the firm was immediately on board. In December 2024, they transitioned team members into the program, providing new laptops and related peripherals.
Since then, team members have worked three days in-office (Tuesday, Wednesday, Thursday) and two days remote (Monday, Friday). This hybrid schedule, determined after consultation with the members themselves, eliminates commuting time on remote days, giving them more time with family before and after work. Meanwhile, in-office days help members maintain rapport with one another during mid-week.
New hires, however, would still work onsite for their first three months to learn systems and best practices.
The Results
From Attrition to Growth
Departures due to hybrid or remote work have stopped. Even during the adjustment period, team members continued performing well, showing higher productivity and faster turnaround times.
Leadership noted that while the flexible work arrangement might not “make a world of difference,” given team members’ existing familiarity with their work, the option itself proved meaningful. People appreciated being heard.
As of December 2025, the firm’s outsourced team has grown to 50. Rather than simply replacing departures, new hires join because the firm meets their preference for flexible work.
Partner with TOA Global to build an outsourced team designed for retention and growth.
