{"id":24262,"date":"2023-02-16T16:48:56","date_gmt":"2023-02-16T22:48:56","guid":{"rendered":"https:\/\/trainingmag.com\/?p=24262"},"modified":"2023-02-16T16:49:19","modified_gmt":"2023-02-16T22:49:19","slug":"2-transworld-systems-incorporated-at-the-center-of-excellence","status":"publish","type":"post","link":"https:\/\/trainingmag.com\/2-transworld-systems-incorporated-at-the-center-of-excellence\/","title":{"rendered":"#2: Transworld Systems Incorporated: At the Center of Excellence"},"content":{"rendered":"<div>\n<p>Culture is key at Transworld Systems Inc. (TSI), where one of the core values is: \u201cWe believe our people are a competitive advantage and our best company asset.\u201d<\/p>\n<p>This value is particularly crucial for an organization that recently acquired multiple companies and now has 12,000-plus diverse employees who span dozens of call centers (referred to as \u201cCenters of Excellence\u201d) and support offices across the United States, the Philippines, India, Guatemala, Puerto Rico, Guam, and Canada to provide customized results to more than 35,000 clients. \u201cOur ability to develop talent is a critical element in making TSI a great place to work,\u201d explains Joseph Laughlin, CEO of the analytics-and-technology- enabled provider of outsourced accounts receivable management, debt collections, business process outsourcing, customer relationship management, healthcare revenue cycle, debt collection, and loan servicing solutions.<\/p>\n<p>\u201cA crucial part of living this value is building and nurturing a culture where inclusiveness is a reflex, not an initiative,\u201d explains TSI Chief Legal and Compliance Officer Jonathan Thompson. \u201cWe\u2019ve found that diversity drives innovation, and inclusion drives engagement. As such, the Talent Development and Training teams foster multinational and multicultural collaboration in a safe space, driving growth and success for every person \u2014and making TSI a great place to work.\u201d<\/p>\n<p>TSI\u2019s values provide the foundation for everything the company does. These values include:<\/p>\n<ul>\n<li>We Run It Like We Own It<\/li>\n<li>We Get It Done\u2014The Right Way<\/li>\n<li>We Take Care of Each Other<\/li>\n<li>We Create Consumer and Customer Advocates<\/li>\n<li>We Enjoy the Ride<\/li>\n<\/ul>\n<p>TSI achieves dynamic, cross-functional collaboration through a holistic approach characterized by both a grassroots initiative and top-down approach, according to TSI Director of Talent Development Tiva Abreu. For example, all TSI employees undergo training courses such as \u201cRespectful Workplace Training,\u201d \u201cPrevention of Sexual Harassment Training,\u201d and \u201cProfessional Workplace Awareness Training.\u201d Company leaders also hold live discussions with employees that celebrate the diverse voices ofTSI\u2019s employees and customers.<\/p>\n<h2>An EPIC2 Program<\/h2>\n<p>The focus on diversity and culture likewise carries through to the training for offshore employees. Abreu encouraged her team to think beyond English and grammar lessons, which led them to develop TSI\u2019s \u201cEffective, Powerful, Interactive, Communication and Culture\u201d (EPIC2) program. This three-day instructor-led certification is completed by all front-line offshore employees and also offered as an enrollment for all other offshore positions, ranging from administrative employees up to executive roles. Narrative Web-based training (WBT) modules and facilitated activities immerse learners in American culture and history.<\/p>\n<p>One of the highlights of these lessons is a series of narrative microlearning videos called \u201cKeeping up with the Americans.\u201d Each of these videos tells the story of a different family unit in the U.S., highlighting socially conscious topics such as diversity, poverty, life stages, same-sex marriage, gender pronouns, adoption, and blended and multigenerational families.<\/p>\n<p>Another highlight is a series called \u201cUrban USA,\u201d which discusses rural and urban life in the U.S., along with the geography of U.S. states and cities. The videos feature multiple genres of music with catchy lyrics intended to help learners retain geographic concepts quickly. The proprietary songs were written and performed by one of TSI\u2019s instructional design specialists in Manila. \u201cThey have been cited repeatedly as a learner favorite,\u201d Abreu says, adding that the EPIC2 program has been successful in terms of business outcomes.<\/p>\n<p>After TSI\u2019s servicing division in India integrated to the TSI EPIC2 Program for new hires, and tenured employees received remedial reinforcement, client-issued customer satisfaction survey scores improved to an average of 91.3 percent vs. the 83.4 percent average at the time of acquisition.<\/p>\n<h2>Onboarding from Afar<\/h2>\n<p>With rapid organizational growth and a continued shift to remote work, TSI faced the challenge of creating a smooth onboarding experience for new hires who may never set foot in a physical site. The biggest piece of this challenge, Abreu notes, was finding a way to ensure that new hires were able to set up their company-issued computer equipment prior to joining a New Hire Training class.<\/p>\n<\/div>\n<div>\n<div class=\"wideImage\">\n<figure style=\"width: 1772px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" class=\"colorboxImg opTransition cboxElement\" src=\"https:\/\/cdn.coverstand.com\/20617\/781438\/article_assets\/301-824460189-63d79832eb62f.jpg\" alt=\"TRANSWORLD SYSTEMS INCORPORATED\u2019S Talent Development Management and Training Teams: Row 1: Pia Minet Jamarie and the Centers of Excellence Virtual Training Specialists. Row 2: Roy Carlo Familara and the Product Knowledge Training Specialists. Row 3: Julius Valiente and the Instructional Design Team. Row 4: Mercedes Small and the Customer Experience\/Business Process Outsourcing (CX BPO) Product Knowledge Specialists. Row 5: Eric Pedersen and the CX BPO Training &amp; Quality \/ Product Knowledge Training Specialists (continued). Row 6: Mary Mijolyn Borras, Enterprise Talent Development Coordinator, and the CX BPO Product Knowledge Training Specialists (continued). Row 7: Leann Carranza, Justin Alvarado, and the CX BPO Training Team (continued). Row 8: Sunita Shetty, Tina Swain, and the CX BPO Knowledge Management Training Leads.\" width=\"1772\" height=\"2131\" aria-label=\"TRANSWORLD SYSTEMS INCORPORATED\u2019S Talent Development Management and Training Teams: Row 1: Pia Minet Jamarie and the Centers of Excellence Virtual Training Specialists. Row 2: Roy Carlo Familara and the Product Knowledge Training Specialists. Row 3: Julius Valiente and the Instructional Design Team. Row 4: Mercedes Small and the Customer Experience\/Business Process Outsourcing (CX BPO) Product Knowledge Specialists. Row 5: Eric Pedersen and the CX BPO Training &amp; Quality \/ Product Knowledge Training Specialists (continued). Row 6: Mary Mijolyn Borras, Enterprise Talent Development Coordinator, and the CX BPO Product Knowledge Training Specialists (continued). Row 7: Leann Carranza, Justin Alvarado, and the CX BPO Training Team (continued). Row 8: Sunita Shetty, Tina Swain, and the CX BPO Knowledge Management Training Leads.\" \/><figcaption class=\"wp-caption-text\">TRANSWORLD SYSTEMS INCORPORATED\u2019S Talent Development Management and Training Teams: Row 1: Pia Minet Jamarie and the Centers of Excellence Virtual Training Specialists. Row 2: Roy Carlo Familara and the Product Knowledge Training Specialists. Row 3: Julius Valiente and the Instructional Design Team. Row 4: Mercedes Small and the Customer Experience\/Business Process Outsourcing (CX BPO) Product Knowledge Specialists. Row 5: Eric Pedersen and the CX BPO Training &amp; Quality \/ Product Knowledge Training Specialists (continued). Row 6: Mary Mijolyn Borras, Enterprise Talent Development Coordinator, and the CX BPO Product Knowledge Training Specialists (continued). Row 7: Leann Carranza, Justin Alvarado, and the CX BPO Training Team (continued). Row 8: Sunita Shetty, Tina Swain, and the CX BPO Knowledge Management Training Leads.<\/figcaption><\/figure>\n<\/div>\n<p>In response, Talent Development partnered with Information Technology leadership to create a video tutorial that introduces the new hire to the equipment components that were shipped to them, along with a step-by-step instructional tutorial to assist the new hire with setting up their workstation.<\/p>\n<p>The second challenge was to determine how the new hire would access the video, having never logged in to TSI\u2019s network and not yet having their computer set up. IT engaged Talent Development and the Instructional Design team to develop the perfect solution: A QR code was enclosed in the shipping package with each new hire\u2019s workstation equipment. When scanned by any mobile device, the QR code leads the new hire to a customized instructional design tutorial of the hardware setup. \u201cThis solution is also scalable,\u201d Abreu says, \u201csince the tutorial videos are housed in TSI\u2019s secured learning management system, and changes can be made at the speed of business while keeping the same URL and QR code.\u201d<\/p>\n<h2>Virtual Learning Leader<\/h2>\n<p>TSI has been an industry leader in virtual training for more than a decade, Abreu notes. \u201cSo virtual training was not a workaround forced on the business as part of the pandemic; instead, it was a competitive advantage,\u201d she explains. \u201cRemote trainers support locations across the globe, and the manager of Training Delivery\u2014 who has more than a decade\u2019s experience in virtual training\u2014conducts trainer certifications for all virtual trainers.\u201d<\/p>\n<p>Screen and application sharing on TSI\u2019s virtual training platform allows instant troubleshooting, coaching, and mentoring while working through systemic processes. Polling questions assist the facilitator in measuring learner engagement while driving participation.<\/p>\n<p>Virtual functions include:<\/p>\n<ul>\n<li><strong>\u201cWhat to Expect in Virtual Learning\u201d:<\/strong>\u00a0This computer-based video provides learners with objectives, expectations, and the benefits of virtual learning. In addition to orienting the learner within the virtual classroom, it enhances user adoption.<\/li>\n<li><strong>Account system and dialing system sandboxes:<\/strong>\u00a0These sandbox environments allow for hands-on practice where the facilitator can help all learners with system functions and technical issues at one time through screen share instead of going from desk to desk.<\/li>\n<li><strong>Breakout rooms:<\/strong>\u00a0The virtual classroom contains sub-rooms that can be utilized for the facilitator to lead one-on-one coaching conversations with a single learner.<\/li>\n<li><strong>Virtual call listening:<\/strong>\u00a0This exercise allows learners to listen to and discuss recorded calls with the facilitator. A digital call listening worksheet is provided to each learner to guide them through each portion of the call while bringing their attention to questions that are relevant to that day\u2019s learning.<\/li>\n<li><strong>Teachbacks:<\/strong>\u00a0This activity uses a flipped classroom approach and provides the learner with an opportunity to teach the class a function or skill they have mastered.<\/li>\n<li><strong>Virtual job shadow:<\/strong>\u00a0This collaborative on-the- job training activity allows multiple new hires to shadow one tenured employee, with the training facilitator available to discuss each call and answer questions. While the tenured employee is going about their daily duties, multiple new hires are learning from them, accelerating their learning curve.<\/li>\n<\/ul>\n<p>Since a majority of employees are working remotely, TSI\u2019s Talent Development Team has enhanced training on topics such as information security and privacy awareness, as well as courses to outline remote work requirements and best practices. The team also created the \u201cTSI Strong Wellness Series\u201d for both remote and on-site employees. This series features short videos that encourage physical and emotional wellness and a good work-life balance.<\/p>\n<p>Beginning in 2023, the Talent Development Team will partner with business leaders to draft and develop multiple channels of functional nano-learning tutorials, Abreu says. Modeled after YouTube \u201chow-to\u201d videos, these short tutorials will be less than 30 seconds each and will be housed on the SourceTube video library found on the company\u2019s intranet repository, The Source of Information (TSI). \u201cNano-learning tutorial topics will include functions employees will need to master at the speed of business, such as system functions and client guidelines,\u201d Abreu says. \u201cAdditional topics will be chosen through surveys circulated to employees, as well as focus group suggestions from clients and business leaders.\u201d<\/p>\n<h2>Distance Is a Strength<\/h2>\n<p>Looking ahead, TSI VP of Compliance &amp; Talent Development Lori Sauers sees the exploration of artificial intelligence, machine learning, and augmented and virtual reality as the next big transformation in learning and talent development. \u201cTraining teams will become the curators of company culture and communication, leveraging technology to close the gap of distance within global organizations,\u201d she predicts.<\/p>\n<p>\u201cWe are excited for the near future,\u201d Sauers continues, \u201cwhere training technology continues to enhance social learning and unites employees across the globe to embody the company\u2019s culture and values\u2014where distance is no longer a limitation but rather a growing strength.\u201d<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Training at Transworld Systems Inc. (TSI) embodies the company\u2019s culture and core values.<\/p>\n","protected":false},"author":3,"featured_media":24263,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"cybocfi_hide_featured_image":"","footnotes":""},"categories":[11,12],"tags":[16],"class_list":{"0":"post-24262","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-featured","8":"category-magazine","9":"tag-feature","10":"magazine_issues-march-2023"},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.2 (Yoast SEO v25.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>#2: Transworld Systems Incorporated: At the Center of Excellence<\/title>\n<meta name=\"description\" content=\"Training at Transworld Systems Inc. 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