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


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.


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%


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


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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ASIA-PACIFIC AND SOUTHEAST ASIA

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