February 12, 2019 | Blog

Skills training plays a big role in any organization. Not only must companies keep employees informed of processes and changes to effectively perform their jobs, overall employee satisfaction and experience can be greatly affected. Around 40 percent of employees will leave their position within the first year because of poor skills training. Employees want to know their skills are expanding with options to advance at some point. At Televerde, there’s never a shortage of skills training content, nor is there ever a shortage of employees seeking out additional skills to learn.

Five years ago, like many of my colleagues here at the corporate office, I started my career with Televerde inside the Arizona Department of Corrections at Perryville. I sat wide-eyed with a group of fellow new hires all wondering what we had gotten ourselves into. I had zero work experience under my belt. As a matter of fact, I had zero marketable skills or abilities of which to speak. I prepared myself for this intense new hire training in front of me, and I quickly realized that I needed focus, determination and an endless amount of effort to successfully complete the session. I immersed myself in all things Televerde. I decided I would not waste the opportunity that had been presented, and I would use the platform to completely change the trajectory of my life. Flash forward five years and a lot has changed.

Today, I’m the Trainer

I train the new generation of Televerdians in our Phoenix headquarters and international locations. The countless skills trainings I’ve received over the years has helped me get to where I am today. Televerde made sure I knew the fundamentals, helped me hone my skills, and opened up doors that I wouldn’t have even had the chance to knock on. My focus, determination and effort are all paying off.

Being on both the receiving and delivery ends of training, I can say that our skills training is intense and there are no short cuts. Our industry is saturated with competition and the level at which we train our employees is what sets us apart from all the rest. (Brian Mohr, president of Conscious Capitalism, wrote an excellent blog recently in which he touched on this part of our Televerde model.) We are not telemarketers; we are Outbound Needs Analysts. Our conversations are customer-focused and service-oriented. We know that fully understanding our client’s ideal customer profiles helps them uncover business and increase their sales pipeline. This isn’t easy and not every person is cut out for it either. But we work tirelessly to find those who are capable and determined to challenge themselves.

On top of hiring the right talent, we aim to retain our employees to keep expenses down. Turnover can cost employers an average of 20 percent of an employee’s annual salary in mid-range position (e.g., the cost to replace a $40K manager is $8,000). About 70 percent of the people we hire are inside Perryville Correctional or at the Rockville prison in Indiana. While initially trained for sales roles, these remarkable women advance and transition to careers in Information Technology, Marketing, HR, Finance, etc. By the time they’re released, many choose to work at our corporate HQ because of their commitment to Televerde.

To keep efficiency up, skills training helps employees become experts, which makes them productive and confident in their work. They want to learn and master everything, so they can do their jobs more effectively and with ease. Additionally, many employees go on to become leaders among their peers and are viewed as teachers and reliable resources. This is very common at Televerde; our people love to transfer knowledge and make sure everyone is on the same page. Especially for the ladies on the inside since their resources are limited and do not extend to our beloved friend, Google.

I can now say that I do have work experience and marketable skills under my belt. So much of this is because of what Televerde has provided me. I help to bring value to the company and my colleagues, to help them achieve what I did. Skills training has helped me to define my passion, realize my career path and take my career to the next level.

Virginia Mireles

February 12, 2019,   Blog

As Corporate People Development Specialist, Virginia facilitates global training programs and advocates for social change. Connect on LinkedIn.


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