Case Study: Leading Car Manufacturer reduces onboarding time and boosts training scores with TTEC

Carmaker onboards service associates faster and better with next-gen training

TTEC helped a leading car manufacturer improve its Service Marketing associate training. The customer needed to get new associates ready faster while keeping training high quality, but the existing program was too long, slide-driven, and didn’t reflect real customer interactions.

TTEC implemented its Discovery and Simulated Learning solution, redesigning the new-hire curriculum around self-discovery, realistic call simulations, and hands-on use of production tools and systems. As a result, training was shortened from six days to five days, assessment scores increased from 81.92% to 87.46% (reported as 88%), and trainee performance metrics also improved, including composite scores and quartile performance versus tenured associates.