This Day On The Street
Continue to site right-arrow
This account is pending registration confirmation. Please click on the link within the confirmation email previously sent you to complete registration.
Need a new registration confirmation email? Click here
TheStreet Open House

TeleTech Honored With Gold And Silver Brandon Hall Excellence Awards For Learning

DENVER, Nov. 13, 2013 /PRNewswire/ --   TeleTech Holdings Inc. (NASDAQ: TTEC) a leading global provider of data-driven, technology-enabled services that puts customer engagement at the core of business success, has won two coveted Brandon Hall Group awards for excellence in the results of a learning program. TeleTech was awarded Gold for the "Best Use of Blended Learning" and Silver for the overall "Results of a Learning Program." A list of all winners is available here.


TeleTech created an associate learning program to provide superior customer service for Hyundai Motor America. Hyundai's customer service associates were looking to accelerate certain key performance indicators such as average handle time. TeleTech created a blended learning platform designed around continuous improvement. The implemented blended social learning solution prepared associates by providing a robust, easy-to-use and collaborative social knowledge base enabling them to deliver superior customer service in a timely fashion. TeleTech won the Gold Brandon Hall Award for "Best Use of Blended Learning" for the design and implementation of this solution.

Using the blended technology solution, TeleTech implemented a multi-faceted, custom content learning solution based on core operational metrics. It started with learners listening to call scenarios and mapping the process. As the associates learned, they could comment (with social learning tools) on the quality of the instruction and whether or not the process they were learning would truly help the customer. Comments from learners, in some cases, helped Hyundai improve its operations. Associates also engaged in "real-play," where two learners assumed the role of caller and associate The "real-plays" were monitored, recorded and evaluated, with associates getting daily feedback on their previous day's performance through personalized coaching sessions tailored to their individual progression. A cloud-based call routing system helped TeleTech evaluate the real-play experiences and feed customer experience data back into the Learning Management System (LMS). With scores from the cloud-based routing, LMS and the facilitators' assessments, TeleTech created training that produced highly efficient agents who are knowledgeable and helpful. The results were all tied into TeleTech's LearnPoint system, a holistic reporting tool that tracks data from pre-hire through training to production performance and assessment.  TeleTech won the Silver Brand Hall Award for "Results of a Learning Program" for the results of the entire program.

1 of 2

Check Out Our Best Services for Investors

Action Alerts PLUS

Portfolio Manager Jim Cramer and Director of Research Jack Mohr reveal their investment tactics while giving advanced notice before every trade.

Product Features:
  • $2.5+ million portfolio
  • Large-cap and dividend focus
  • Intraday trade alerts from Cramer
Quant Ratings

Access the tool that DOMINATES the Russell 2000 and the S&P 500.

Product Features:
  • Buy, hold, or sell recommendations for over 4,300 stocks
  • Unlimited research reports on your favorite stocks
  • A custom stock screener
Stocks Under $10

David Peltier uncovers low dollar stocks with serious upside potential that are flying under Wall Street's radar.

Product Features:
  • Model portfolio
  • Stocks trading below $10
  • Intraday trade alerts
14-Days Free
Try it NOW
Only $9.95
Try it NOW
14-Days Free
Try it NOW

Check Out Our Best Services for Investors

Dividend Stock Advisor

David Peltier identifies the best of breed dividend stocks that will pay a reliable AND significant income stream.

Product Features:
  • Diversified model portfolio of dividend stocks
  • Updates with exact steps to take - BUY, HOLD, SELL
Trifecta Stocks

Every recommendation goes through 3 layers of intense scrutiny—quantitative, fundamental and technical analysis—to maximize profit potential and minimize risk.

Product Features:
  • Model Portfolio
  • Intra Day Trade alerts
  • Access to Quant Ratings
Options Profits

Our options trading pros provide over 100 monthly option trading ideas and strategies to help you become a well-seasoned trader.

Product Features:
  • Actionable options commentary and news
  • Real-time trading community
Try it NOW
Try it NOW
Try it NOW
To begin commenting right away, you can log in below using your Disqus, Facebook, Twitter, OpenID or Yahoo login credentials. Alternatively, you can post a comment as a "guest" just by entering an email address. Your use of the commenting tool is subject to multiple terms of service/use and privacy policies - see here for more details.
Submit an article to us!


DOW 17,712.66 +34.43 0.19%
S&P 500 2,061.02 +4.87 0.24%
NASDAQ 4,891.2190 +27.8570 0.57%

Partners Compare Online Brokers

Free Reports

Free Newsletters from TheStreet

My Subscriptions:

After the Bell

Before the Bell

Booyah! Newsletter

Midday Bell

TheStreet Top 10 Stories

Winners & Losers

Register for Newsletters
Top Rated Stocks Top Rated Funds Top Rated ETFs