Contents
Introduction
Social
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Indexes
Awards
TTEC 2024 Impact and Sustainability Report
14
Empowering leaders: Recruiting, training, retention
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strategic objectives. The check-in process involves self- assessment and provides a holistic view of performance and development. Results of check-ins are transparently shared with employees to identify specific training and development needs and opportunities. Empower, our dedicated performance tracking tool for contact center associates and team leads, provides valuable insights into both individual and team performance. Each program features specific KPIs tailored to their unique requirements, allowing employees to view their performance against these metrics. Additionally, Empower facilitates a streamlined process for team leads to document coaching sessions with employees — a key element of our commitment to employee development and retention. iAspire bolsters retention TTEC advocates for our people: We promote career mobility, the mission of our iAspire program. We’ve developed a structured set of learning assets to advance competency and leadership for those most driven to take their career to the next level. iAspire sends employees alerts whenever a new opportunity — one that matches their expressed career aspirations — arises at TTEC.
leaders in our Engage segment. The program extends for 16 weeks with required learning, workshops, social learning, and on-the-job learning. Core focus areas: • 360-degree feedback: Assessment of core and functional competencies using TTEC Talent • Required formal learning: Approved content based on learning objectives. Includes core and elective content based on individual or segment needs
In 2024, TTEC participated in every global-level learning initiative offered through Google Cloud for Education. Nearly 900 employees engaged in on-demand courses and labs to earn skill badges and certifications in a wide range of specialties. In our TTEC Digital business, 1,622 employees took part in AI and CX certification programs, with a completion rate of 98.64%. In 2024, TTEC Engage’s talent pool development program, called BUILD, matriculated more than 3,000 graduates. BUILD is part of our Leadership Development strategy to bolster operational and organizational bench strength by creating a robust pool of potential leaders to meet TTEC’s present and future business needs. The program includes a systematic process of identifying, assessing, developing, and deploying high-potential candidates to fill key leadership positions. While BUILD does not guarantee a promotion (28% were promoted in 2024), it helps our employees be better prepared for opportunities as they arise. In 2024, 5,186 managers (67%) completed Leadership and Management courses from Skillsoft. The available leadership and management course on Skillsoft included 1,608 titles. Estimated total duration of these courses was about 18,000 hours, or 3.5 hours on average per manager. Performance appraisals TTEC conducts performance appraisals, known as “check-ins,” on a biannual basis. The process, based on the SMART goal methodology, engages employees to take ownership of their career development. Managers and employees jointly set performance goals relevant to employees’ roles and aligned to their department’s specific
• Workshops: Two executive leader-led sessions with content focused on Engage strategic themes
TTEC employees approach each workday confident they have access to the knowledge, tools, and support needed to succeed in their roles and advance their careers. To help our team members excel and develop into future leaders, we’ve established these essential resources: Louie, the onboarding buddy Our virtual assistant, “Louie,” is the onboarding buddy for new employees, accompanying them from day one and throughout their first year working at TTEC. Louie is animated and reassuring, empathetic to the natural reticence some new hires may feel as they get acclimated to a new work environment. Louie provides an immersive experience that reinforces our cultural priorities and values, while introducing countless resources designed to help employees succeed. TTEC Talent, springboard for career success Career development and performance are managed through our online portal, TTEC Talent. Here, employees create the career path of their dreams and take an active role in setting their own goals. This platform provides access to best-in-class training, development, and professional guidance.
• Social learning: Executive Leadership Learning Center of Excellence or other social community. Mentorship Circles: Enable peer-to-peer learning • Action learning: Connect learning to business results. Deliver plan of attack, client sales pitch, digital automation included Tuition reimbursement: A sound investment TTEC’s tuition reimbursement programs motivate employees to boost proficiency in new techniques relevant to their jobs by removing financial barriers to continuing education. Our assistance fuels a pipeline of future-ready talent equipped with sharper skillsets that bring fresh thinking and solutions to their teams. Investment in employees’ job-related growth makes them feel valued and validates their role in our success. In 2024, TTEC paid out $311,000 in tuition, books, and fees reimbursement to U.S. employees. Employee participation in our tuition reimbursement program rose 60% from 2023 to 2024.
In 2024, 69% of requisitions were filled via the iAspire platform. Our internal hire rate for Team Leads is 86%
Our talent management strategy is built on SMART (specific, measurable, actionable, relevant, timebound) goals aligned to the company’s strategic priorities. Employees meet with their managers quarterly to ensure development is ongoing so they can reach their personal and professional goals. TTEC Leadership Academy TTEC’s Engage Leadership Academy launched in October 2024. The program is tailored for key talent, top talent, successor candidates, and newly promoted
TTEC Talent is a rich, interactive, multidimensional learning hub that contains millions of digital courses for employees.
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