Client Success Stories

TeleTech: Success Starts with a Strong Leadership Development Program

Corporate leaders are challenged with developing and engaging high-potential leaders. You want an innovative program providing a direct impact on leadership development at your company, be it an international hotel chain, a Fortune 500 company or a global business solutions provider. The bottom line: measurable results in engagement, performance, professional growth and readiness for increased responsibilities.

TeleTech, one of the largest and most geographically diverse global providers of front and back-office business office outsourcing solutions made a commitment to such a program.  Partnering with eCornell, TeleTech's Ascent Leadership Development Program - a high-impact global professional development program, paid dividends both in employee effectiveness and ROI.

The Business Challenge

 
Develop and sustain a global talent pool of future leaders from Operations, Human Capital, IT, Finance, Sales & Marketing. Imbue this multinational group of potential directors with leadership skills considered crucial to the Director role at TeleTech. All of the courses and activities in the program are designed around three core objectives:

• Further develop the leadership skills of the participants
• Identify and teach how best to leverage a global network of resources in order to achieve desired results and,
• Understand the organizational purpose of TeleTech and how their role supports it in terms of profitability and shareholder value.

The Target Audience

 
Career-oriented and high-potential employees who hold a minimum level of a manager position and aspire to be future directors and leaders at TeleTech.

Strategy and Partnership

 
A blended program using eCornell's leadership curriculum, including coaching and team-building, six sigma projects and immersion workshops was devised. eCornell provided competency mapping for TeleTech's nine core leadership competencies. Nine courses from eCornell's extensive catalog were then selected to support and grow these targeted skill sets for which the students should be proficient.

ROI

 
The first two classes of the Ascent program using eCornell courses have garnered over 6 million dollars in ROI for TeleTech. One project alone exceeded financial targets and increased operational excellence for a cost savings of $1.3 million dollars.

Two-thirds of the first class have moved into director level positions at TeleTech.