- Award-Winning Training Ecosystem
TSI’s world-class Training Programs have been recognized by Training Magazine as among the Top 10 Global Training Programs for three consecutive years (2020 – 9th place , 2021 – 8th place, 2022 – 2nd place).
TSI’s Talent Development, Training and Knowledge Management teams serve as a strategic business partner for our clients by partnering to create innovative, and cost-effective learning programs that yield measurable performance results.
We begin by establishing a detailed understanding of our clients’ needs, values and business goals to create solutions that are strategically aligned with our clients’ brand. Whether they prefer to provide their own content, or they would like our support in drafting content, we partner with clients to design cost-effective, interactive and engaging learning experiences that resonate with the learner.
The partnership with each client does not end once a Training Program is developed; the Training Team continues to monitor KPI’s and meets with each business unit’s leadership on a monthly basis to assess the need for reinforcement training and/or updates to the existing Program. Using the AGILE model, the Training team collaborates with clients and Operations Leadership to analyze call calibrations, customer satisfaction scores, service levels and scorecards for each client to ensure that Training Programs are carefully customized to impact performance.
TSI’s world-class Training Programs have been recognized by Training Magazine as among the Top 10 Global Training Programs for three consecutive years (2020 – 9th place , 2021 – 8th place, 2022 – 2nd place).
TSI’s Talent Development, Training and Knowledge Management teams serve as a strategic business partner for our clients by partnering to create innovative, and cost-effective learning programs that yield measurable performance results.
We begin by establishing a detailed understanding of our clients’ needs, values and business goals to create solutions that are strategically aligned with our clients’ brand. Whether they prefer to provide their own content, or they would like our support in drafting content, we partner with clients to design cost-effective, interactive and engaging learning experiences that resonate with the learner.
The partnership with each client does not end once a Training Program is developed; the Training Team continues to monitor KPI’s and meets with each business unit’s leadership on a monthly basis to assess the need for reinforcement training and/or updates to the existing Program. Using the AGILE model, the Training team collaborates with clients and Operations Leadership to analyze call calibrations, customer satisfaction scores, service levels and scorecards for each client to ensure that Training Programs are carefully customized to impact performance.
Analyze
- Reviewed training content and timing for optimization
- Conducted knowledge gap analysis to establish what works and where learners are getting lost
- Established learner feedback and engagement surveys
- Evaluated tenured QA analysis to identify areas for improvement
Design, Develop, Implement
- Strategize classroom topics to be delivered in a cumulative layered approach
- Increased hands-on activities for applied kinesthetic learning
- Built out new scenario-based collateral to address content gaps
- Partnered directly with the client to design and develop knowledgebase
- Created on-demand reinforcement infographics and reference materials to promote retention
Evaluate
- Attend QA meetings to ensure continuous improvement
- Conduct knowledge check assessments throughout training to ensure consistent understanding
- Assess learner feedback surveys
- Training leaders join Quarterly Business Review as a strategic business partner
Impact of Enhancements
Actual Results – After Training Enhancements
Period of Q4 2021 to Q1 2022
21%
Reduction in Average Call Handle Time
30%
Increase in Agent Tenure Over 90 Days
56%
Decrease in Number of Compliance Fails
Testimonials
- "The training team's substantial front-end efforts have bared immediate fruition." - Director of Operations
- "The partnership between Training and Operations leadership resulted in a significant reduction in knowledge variability between low and high tenure." - Director of Operations
- "The Call Flow job Aid has helped with the reduction of average handle time." - Operations Manager
- "You've really narrowed down the new hires' average handle time." Thank you - it's good to see this consistently. - Client Relationship Manager
For more information: Talent Development & Training
Omni-Channel Communications
TSI provides Inbound and Outbound (IB/OB) contact center services, back office process support, and campaign management with omni-channel communications.
TSI’s customizable technology-enabled service options include (but are not limited to):
- Advanced Telephony: Enhanced IVR services that could include Virtual Agent equipped with knowledgebase data to facilitate calls and routine responses to minimize voice calls to a live agent
- AI-Driven Chat and Email: Virtual Agent implementation with knowledgebase and Artificial Intelligence learning for Email or Chat interactions to potentially minimize live agent interaction and cost
- Chat or Email Bot (RPA) implementation which would use AI technology to continually refine accurate and complete responses to customer inquiries from Chat or Email outreach
- Voice Analytics: Speech Analytics incorporated with voice calls for additional Compliance assurance. Analytics abilities include detecting the voice of the customer, programmed customer experience metrics, quality scoring, and integrated CX Surveys for each interaction
- Self-Service: State of the art customer and consumer self-service portals that are mobile responsive and integrated seamlessly with our contact center platforms
- White label website hosting or Self-Pay Portal to encourage payment or payment arrangement via website versus voice call
- Social Solutions: Social Media monitoring and reporting and direct communication via voice/email/chat/posting on social media site
For more information: TSI | CXBPO Services
Forecasting for Seasonality and Weather-Related Outages
Whether we are facing seasonal changes, weather-related outages or other unique challenges of utility companies, TSI’s team achieves and maintains a 98%+ Service Level and Quality achievement.
TSI works closely with clients to forecast call volume for the year, monthly, and daily. Our dedicated Work Force Management leader and team forecasts call volumes/patterns, builds staffing models, creates and manages agent schedules and monitors/managers workflow & agent availability at the speed of business (second-to-second).
Some factors that are part of our forecasting discussions are:
- Previous years volume
- Previous years staffing both at TSI and our client
- Future hiring plans and training classes
- Seasonality
- Environmental and weather-related events
- Regulatory changes
- Rate increase
- Automated metering initiative
- Internal meetings or functions at utility that will take CSR’s off the phone
TSI has decades of experience supporting the utility industry including companies that provide service in “moratorium states” where headcount fluctuates seasonally by as much as 30% and hot states, such as the south where volume fluctuates significantly in the summer. We also partner with several retail companies who have seasonal fluctuations throughout the year, in some cases by 200 –300%.
When it comes to TSI’s utility clients, our leaders and employees don’t just service a Program, they become subject matter experts who are committed to client success. As an extension of the client’s brand, TSI becomes a trusted business partner, offering the flexibility to develop creative solutions, not just for staffing but for global performance needs. TSI’s teams are quick to adapt to process changes and partner with clients to promote continuous improvement.
Most recently, TSI was the only vendor selected by one of our largest Utility clients to manage a high volume of weather-related outages in the Mid-West.
For more information: Utilities
Scalable Global Solutions
TSI’s size and financial stability allows us to provide a collaborative, customizable boutique-level service while offering our customers Tier-1 level technology, experience, and talent.
Our team can service utility customers at one or more of 30+ U.S., nearshore and offshore centers, assuring compliance, high performance, customer service and lowest cost. With our award-winning Training Programs and our integrated, interactive performance coaching and development application, we have industry-leading performance ramp times and an attrition rate that is approximately 50% of the norm for BPO companies.
Regardless of location, TSI’s one-team approach provides an alignment of recruiting, training, quality assurance and operational management processes to deliver a workforce proficient in delivering the unique program requirements of utility companies.
For more information:
