Nov. 13, 2013
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
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.