Case Study: Leading Global Telecommunications Providing Company boosts training pass rates with TTEC

Leading Global Telecommunications Providing Company - Customer Case Study

TTEC worked with a leading global telecommunications providing company that was struggling after launching a rigorous new training exam. The new test drove high failure rates, 28% new-hire attrition, and overall attrition of 55%, leaving the client short on trained associates and hurting revenue.

TTEC’s Talent Optimization team implemented a structured training and retention support program, including a library of exemplary and poor calls, live-call listening, supplemental training for failed candidates, instructor coaching and scorecards, and “save plans” for at-risk employees. The result was a 162% increase in first-time pass rates, with scores rising from 16% to over 42%, and attrition due to test failure falling to 15%, helping 42 new associates reach the operations floor.