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Learning Innovation Overview
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Transcript of Learning Innovation Overview
COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS
Deep customer care and sales domain knowledge allows TeleTech to build
customized learning solutions based on your budget, need, and situation.
Learning Innovation
I NEED TOINNOVATE TO STAY COMPETITIVE
TeleTech’s Learning Innovation Products
• Simulated Learning
• Social Learning
• eLearning
• Mobile Learning
• Video Learning
• Leadership Learning
COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS 1
Learning Innovation
With deep customer care and sales domain knowledge, perfected and honed over three decades, TeleTech builds customized
learning solutions based on your budget, need, and situation. These help to exceed both top-line and bottom-line growth by
facilitating the close of more sales, the increase of operational productivity, and the reduction of employee development costs.
TeleTech’s learning tools enable learners to quickly perform their skills at optimum levels by augmenting learning environments
and then deploying asynchronous eLearning solutions with user-friendly interfaces. Simulated customer scenarios are delivered
through an array of mediums including social, online, mobile, and job-simulated role-plays. These techniques immerse learners in
a realistic operations environment while in a safe and controlled learning atmosphere.
Benefits of TeleTech’s Learning Innovation solution include:
• Reduced in-class training time
• Improved 30- and 60-day post-on-boarding performance data
• Increased customer satisfaction scores
• Increased employee satisfaction scores
TeleTech’s Learning Innovation solution focuses on building the learning and leadership skills for our clients’ most
valued resource - people. Our solution transforms a single discrete training event that pushes information down
to learners, to a continuous on-going learning practice where learners collaborate and augment their knowledge
from live operations throughout the project lifecycle.
TeleTech Learning Innovation Solution Facts:• 8.48 million total learning hours
• 972,612 course completions
• 4,795 dedicated learning stations
• 197 dedicated learning rooms
• 406 full time trainers
2LEARNING INNOVATION OVERVIEW
Our experience with customer care, technical
support, back-office management, and revenue
generation programs, merged with a leading
edge technology infrastructure and delivery
platform to ensure continuous, collaborative,
hands-on learning, makes TeleTech a trusted
partner for Learning Innovation solutions.
Case Study
TeleTech was approached by a global electronics retailer to create an innovative way
to develop a learning curriculum. Our Learning Innovation solution team recognized
that the client was in need of a collaborative, global learning platform to support
numerous programs around the world.
During the curriculum development phase, the client was given access to TeleTech’s
internal social and global collaboration platform which was structured with dedicated
development, facilitator, and learner spaces. Simultaneously, the client’s subject
matter experts accessed this platform to provide real-time feedback on the training
curriculum. TeleTech’s learning consultants from each of the global customer
programs were able to share their location’s unique perspectives as well as help
develop creative exercises and robust facilitator guides, all housed in one single space.
Once the curriculum was developed, learners were able to reference, comment
on, and rate each learner guide, providing trainers, instructional designers, and the
client with immediate, unfiltered feedback.
The results of having a global, collaborative learning platform were profound.
These include:
• A reduction of in-class, on-site training by 13 percent
• An enhanced, consistent, and engaging new hire and on-going training,
which led to a dramatic increase in employee satisfaction
• An 8.7% improvement in customer satisfaction and a 14.7% reduction
in average handle times for each customer interaction
COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS 5
TeleTech understands that people serve as every company’s greatest
asset. That is why our Learning Innovation solution focuses on learning and
leadership services. Since 1982, we’ve perfected the process of bringing
employees on board quickly, efficiently, and with the right training. We have
a suite of learning products that we continuously innovate to address the
changing needs of your business.
Simulated Learning
Traditional role-play sessions and
conventional “fish bowl role-plays” are
replaced by realistic simulated learning.
By utilizing the TeleTech GigaPOP®
infrastructure, learners simulate typical
customer interactions through an
alternative operations environment.
New hires are immediately exposed to
the real world scenarios and situations
before interacting with real customers.
Learners practice with their peers from
any location across the globe as if they
were in the same room. Quality experts,
trainers, clients, and leaders can take
part in these simulated conversations
and role-play directly with learners.
To add to the live scenario, the actual
performance metrics are tracked in
operational performance management
systems, call and video recording tools,
and other metric tracking tools, and
then used for ongoing coaching.
Social Learning
Through a dynamic integration of
technologies and learning philosophies,
training and support resources can now
collaborate online through TeleTech’s
social collaboration platform, which is
similar to other social media platforms
such as Facebook® or Twitter®. Using
this platform, learners share ideas,
feedback, and suggestions. Trainers and
support personnel can share comments
and best practices on what works – and
what doesn’t – for each training module.
The instructional design team receives
real-time comments and can adjust
the material on the fly with continually
updated and validated information.
eLearning
Our eLearning team ensures that design
principles of the eLearning courses align
with the interests, responsibilities, and
performance requirements of today’s
learners. This team provides our clients
with the ability to create innovative
video-based learning solutions that
engage learners, while delivering
critical learning skills. Our eLearning
team empowers your customers by
publishing learning material directly to
public websites. By providing advanced
self-service learning tools, customers
can easily educate themselves about
products and services which helps help
increase satisfaction with your brand.
Learning Innovation Products
*Facebook is a registered trademark or trademarks of Facebook and/or its affiliates in the United States and certain other countries. *Twitter is a registered trademark or trademarks of Twitter and/or its affiliates in the United States and certain other countries.
6LEARNING INNOVATION OVERVIEW
Mobile Learning
TeleTech delivers mobile-friendly
learning courses available through many
smartphone platforms. Learners can use
their mobile devices to access eLearning
courses and stay current while they are
on the go. Mobile Learning even offers a
disconnected mode to allow use when
network connectivity is not available.
The system automatically synchronizes
when a phone network connection is re-
established. This feature allows air travel
to turn into productive learning time.
Video Learning
We have incorporated video into key
areas of learning to take advantage of
the latest high-definition video (HDV)
distance-learning technologies. By
using HDV, subject matter experts and
facilitators, regardless of their physical
location, can deliver training and share
best practices for a lower cost.
Leadership Learning
We offer a comprehensive and unified
employee development structure called
the TeleTech Leadership Institute.
The Institute offers a business-focused
development program that pinpoints key
performance indicators and blends them
with proven employee satisfaction and
retention principles. It offers an array of
learning solutions and tools specifically
designed for high-performing and high-
potential employees.
TeleTech Learning Innovation Solution Facts:• 12,770 video learning hours
• 93.54% employee satisfaction
• Over 40 standard learning reports, in four languages
• CRM Excellence Award for enabling client to increase customer satisfaction by more than 17% while reducing learning costs by more than 41%
COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS 7
TeleTech’s Learning Innovation solution has transformed many Global 1000 businesses. TeleTech delivers
extraordinary people, solutions, and technology to drive operational excellence and ensure engaging brand
experiences in the numerous industries we serve. Our expertise enables us to design customized learning
solutions for every vertical:
• Automotive
• Communications and Media
• Financial Services
• Government
• Healthcare
• Logistics
• Retail
• Technology
• Travel and Hospitality
An Innovative Solution for All Industries
8LEARNING INNOVATION OVERVIEW
For Global 1000 leaders with complex challenges, TeleTech serves as the
go-to partner for unmatched total value. We have earned an enviable
reputation for transforming the goals of our clients and their customers
into new ways of thinking, performing, and buying. Our deep operational
heritage and unrivaled innovation allows us to solve our clients’ biggest
challenges, deliver revenue growth, and tie our business success directly
to their outcomes.
We base everything we do on a
philosophy that ultimately transforms
businesses via extraordinary people,
solutions, and technology. Our
philosophy ensures continuous program
improvements and engaging brand
experiences. The results? The cost to
acquire, serve, and retain customers
goes down. Revenue and customer
satisfaction increase. Performance-based
outcomes help ensure positive results by
aligning objectives.
Contact TeleTech Today
Contact us today at 303.397.8100
or visit www.TeleTech.com
TeleTech at a Glance
CustomerInnovation
RevenueGeneration
LearningInnovationLearningInnovation
HostedTechnology
EnterpriseInnovation
ProfessionalServices
www.teletech.com
©2011 TeleTech Holdings, Inc. All rights reserved.
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