1. Learning Innovation
COMPREHENSIVE CUSTOMER Deep customer care and sales domain knowledge allows TeleTech to build
AND ENTERPRISE SOLUTIONS customized learning solutions based on your budget, need, and situation.
4. 1 COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS
Learning Innovation
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.
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 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
5. LEARNING INNOVATION OVERVIEW 2
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.
6. 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
7.
8. 5 COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS
Learning Innovation Products
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 Social Learning eLearning
Traditional role-play sessions and Through a dynamic integration of Our eLearning team ensures that design
conventional “fish bowl role-plays” are technologies and learning philosophies, principles of the eLearning courses align
replaced by realistic simulated learning. training and support resources can now with the interests, responsibilities, and
By utilizing the TeleTech GigaPOP® collaborate online through TeleTech’s performance requirements of today’s
infrastructure, learners simulate typical social collaboration platform, which is learners. This team provides our clients
customer interactions through an similar to other social media platforms with the ability to create innovative
alternative operations environment. such as Facebook or Twitter . Using ® ®
video-based learning solutions that
New hires are immediately exposed to this platform, learners share ideas, engage learners, while delivering
the real world scenarios and situations feedback, and suggestions. Trainers and critical learning skills. Our eLearning
before interacting with real customers. support personnel can share comments team empowers your customers by
Learners practice with their peers from and best practices on what works – and publishing learning material directly to
any location across the globe as if they what doesn’t – for each training module. public websites. By providing advanced
were in the same room. Quality experts, The instructional design team receives self-service learning tools, customers
trainers, clients, and leaders can take real-time comments and can adjust can easily educate themselves about
part in these simulated conversations the material on the fly with continually products and services which helps help
and role-play directly with learners. updated and validated information. increase satisfaction with your brand.
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.
*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.
9. LEARNING INNOVATION OVERVIEW 6
Mobile Learning Video Learning Leadership Learning
TeleTech delivers mobile-friendly We have incorporated video into key We offer a comprehensive and unified
learning courses available through many areas of learning to take advantage of employee development structure called
smartphone platforms. Learners can use the latest high-definition video (HDV) the TeleTech Leadership Institute.
their mobile devices to access eLearning distance-learning technologies. By The Institute offers a business-focused
courses and stay current while they are using HDV, subject matter experts and development program that pinpoints key
on the go. Mobile Learning even offers a facilitators, regardless of their physical performance indicators and blends them
disconnected mode to allow use when location, can deliver training and share with proven employee satisfaction and
network connectivity is not available. best practices for a lower cost. retention principles. It offers an array of
The system automatically synchronizes learning solutions and tools specifically
when a phone network connection is re- designed for high-performing and high-
established. This feature allows air travel potential employees.
to turn into productive learning time.
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%
10. 7 COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS
An Innovative Solution for All Industries
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
11. LEARNING INNOVATION OVERVIEW 8
TeleTech at a Glance
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,
Customer
solutions, and technology. Our Innovation
philosophy ensures continuous program
improvements and engaging brand
experiences. The results? The cost to
acquire, serve, and retain customers
Revenue
goes down. Revenue and customer Generation
satisfaction increase. Performance-based
outcomes help ensure positive results by
aligning objectives.
Hosted
Technology
Contact TeleTech Today
Contact us today at 303.397.8100
or visit www.TeleTech.com
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