Team leads have just about the hardest job in the contact center. To perform their most critical function of coaching and mentoring their team, they first have to decide what to focus on, before they spend precious time and effort to search for data in multiple different systems, aggregate that information, and do their own analysis, just to create one performance action plan.

When TTEC demonstrated how generative AI analyzed performance metrics and turned them into actions, our P&C insurance client was eager to green-light the new performance enablement platform.

The challenge

Too much time was being invested in the manual collection and analysis of data as team leads prepared performance action plans for individual associates. All the effort of preparing to coach was reducing the time invested in the most valuable activity — having a meaningful and positive performance conversation.

Building performance action plans was arduous, inefficient, and relied on human interpretation of where an associate needed coaching to improve, making it difficult to keep track of what behaviors an associate had already mastered and where there were skills gaps that needed to be addressed.

Our solution

TTEC’s performance enablement platform leveraged the best of AI and generative AI to provide performance actions and insights. We deployed the solution to our client’s 500 FTEs, without need for systems integration or technology modifications on the client side.

As a partner invested in our client’s success, we collaborated to aggregate all available metric data within our performance enablement platform and used AI algorithms to correlate behaviors with performance outcomes. With the root causes of what drives performance understood, the platform produced daily coaching action plans that our team leaders simply needed to execute. Our client’s most important KPIs of sales conversation and AHT became the focus of a balanced scorecard, rapidly driving performance outcomes in these areas.

The platform provided individualized dashboards so associates could monitor their own performance metrics and progress. With access to this data, associates were more engaged with coaching because they understood and took ownership of where they needed to improve. The associate dashboard included incentives and gamification but those components were secondary to the chief driver of continuous improvement, KPIs.

The results

Sales conversions at the insurance company jumped 10% after the performance enablement platform was rolled out. AI’s data analysis influenced daily coaching game plans that were the focus of 32% of coaching activity, identifying and targeting the skills and behaviors that move the needle on conversion.

Automating data collection and analysis fast-tracked the creation of performance action plans, an efficiency gain that resulted in 23% time savings for team leads. By freeing up 45 minutes daily that had been spent on manual processes, team leads devoted more time to higher-value activities, such as one-on-one coaching and more meaningful conversations with associates.

Leaders were able to measure the effectiveness of coaching at both macro and micro levels, correlating behaviors to performance outcomes, as well as understanding which conversations were producing positive and sustained performance movements.

Average handle time was reduced 6% after AI modeling helped direct 22% of coaching activity on the AHT metric.

Rollout of the performance enablement platform was rapidly expanded to the entire program after the proven success in the sales teams. AI provided correlations between behaviors and outcomes, which were viewed differently by users depending on their roles in the organization. Executive leadership, for example, could choose to modify job candidate descriptions or invest more in training empowered by the new data-driven insights produced by AI.