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 consultancies:

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

👥 Pilot Setup

• 2 parallel pilot groups of 100 agents each
• Group A: Managed by our team
• 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.

🚀 Our Approach

• Diagnostic & Baseline Analysis – Benchmarked AHT, NPS, sales performance, and coaching scores; ran engagement surveys
• Coaching & Enablement Program – Introduced customized BOOST & GROW coaching model; trained team leaders on live coaching
• Skills Development Workshops – Targeted sales, objection handling, efficiency training via roleplays and call-listening labs
• Performance Dashboards – Delivered data visibility and performance tracking for ops leaders
• Engagement & Feedback Loop – Pulse surveys and focus groups to adapt content in real time

📊 Results

“The coaching framework delivered by your team is the best we’ve experienced—practical, data-backed, and repeatable.” — Operations Manager, Telecom Client

🏁 Outcome

• ✅ Full contract awarded to our team 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, we not only delivered results — we changed the game.

💡 Want to transform your team’s performance?

I help organizations design data-driven L&D strategies that deliver measurable ROI.