Outperforming Ember in a Performance-Driven Pilot

Background

A major UK-based telecom provider was undergoing a strategic shift in business objectives, with an urgent focus on improving frontline efficiency, sales performance, and customer experience. To identify the right partner for a long-term learning transformation, they launched a competitive performance pilot with two shortlisted learning consultancies:

• Me, as pilot lead
• Ember (a UK-based L&D consultancy)

The goal: to determine which partner could deliver measurable impact aligned with new business KPIs.

Objectives

The pilot was designed to address five critical performance priorities:

1. 1Average Handling Time (AHT) – Reduce inefficiencies without compromising quality
2. 2Sales Conversion – Improve upsell and cross-sell performance
3. 3Net Promoter Score (NPS) – Boost customer loyalty and satisfaction
4. 4Coaching Effectiveness – Strengthen frontline leadership capabilities
5. 5Employee Engagement – Enhance morale, ownership, and retention

Pilot Setup

• 2 parallel pilot groups of 100 agents each
• Group A: Led by me
• Group B: Managed by Ember
• Duration: 6 weeks
• Scope: 100 frontline agents, 10 team leaders, and 2 operations managers per group

Both groups were assessed using pre- and post-intervention metrics, aligned with operational KPIs and employee feedback.

My Approach

I designed and delivered a performance-focused learning intervention tailored to the client's revised objectives. Key components included:

1. 01Diagnostic & Baseline Analysis

   • Benchmarked AHT, NPS, sales performance, and coaching scores
   • Conducted employee engagement surveys pre-pilot

2. 02Coaching & Enablement Program

   • Introduced a customized BOOST & GROW coaching model
   • Trained and assessed team leaders on live coaching effectiveness

3. 03Skills Development Workshops

   • Delivered targeted sales, objection handling, and efficiency workshops
   • Used roleplays, call-listening labs, and guided feedback sessions

4. 04Performance Dashboards

   • Enabled data visibility and performance tracking for ops leaders

5. 05Engagement & Feedback Loop

   • Conducted pulse surveys and focus groups to adapt content in real time

Results — My Pilot Group vs. Ember Group

I not only exceeded benchmarks but also outperformed Ember across every KPI.

Outcome

• Won the full contract for a global rollout
• Impact scaled across 3,200+ agents
• Framework embedded into ongoing performance strategy
• Recognized as a model for learning ROI and frontline transformation

Why It Matters

This pilot proved that a data-driven, agile L&D approach can outperform even established consultancies. By aligning learning directly to business metrics and reinforcing coaching as a frontline lever, I not only delivered results — I changed the game.