TeleTech Honored with Gold and Silver Brandon Hall Excellence Awards for Learning

   TeleTech Honored with Gold and Silver Brandon Hall Excellence Awards for

TeleTech Awarded the Gold for "Best Use of Blended Learning" and the Silver
for "Results of a Learning Program"

PR Newswire

DENVER, Nov. 13, 2013

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

"We are extremely proud to honor our 2013 award-winning organizations for
their remarkable achievements," said Mike Cooke, chief executive officer of
Brandon Hall Group, Inc. "This elite group of organizations excelled in
developing measurable, sustainable programs that produced outstanding business

The entries were evaluated by a panel of veteran, independent senior industry
experts, Brandon Hall Group Sr. Analysts and Executive Leadership based on the
following criteria: fit the need, design of the program, functionality,
innovation, and overall measurable benefits.


TeleTech, founded in 1982, is a leading global provider of data-driven,
technology-enabled services that puts customer engagement at the core of
business success. The Company offers an integrated platform that combines
analytics, strategy, process, systems integration, technology and operations
to simplify the delivery of the customer experience for Global 1000 clients
and their customers. This holistic multichannel approach improves customer
satisfaction, increases customer loyalty and drives long-term profitability
and growth. From strategic consulting to operational execution, TeleTech's
more than 39,000 employees deliver results for clients in the automotive,
communications and media, financial services, government, healthcare,
technology, transportation and retail industries. Through the TeleTech
Community Foundation, the Company leverages its innovative leadership to
ensure that students in underserved communities around the globe have access
to the tools and support they need to maximize their educational outcomes. For
additional information, please visit

About Brandon Hall Group Having worked with 10,000 clients globally and after
20 years of delivering world-class solutions, Brandon Hall Group is the
preeminent research and analyst organization focused on developing
research-driven solutions to drive organizational performance for emerging and
large organizations. Brandon Hall Group has an extensive repository of thought
leadership, research, data and enterprise in Learning and Development, Talent
Management, Sales Effectiveness, Marketing Impact, and Executive Management.

SOURCE TeleTech Holdings, Inc.

Contact: Investor Contact, Paul Miller, 303.397.8641, Media Contact, Jeanna
Blatt, 303.397.8507
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