TSYS Adopts TAP to stay ahead
As one of the world’s largest payment-services companies TSYS enables hundreds of millions of consumers globally to navigate their lives with confidence and convenience every day. The US arm of Client Training is based out of Columbus, Georgia, whilst the European arm of Client Training is part of the Product and Knowledge division and is based in York, England.
The Associate Director of Client Training, Emma Harris who is based in York, is aware that as a global payments company, whose main clients stem from international banking, TSYS are automatically at the forefront of any changes in economic conditions.
Emma states that: “We are now entering a period of global economic contraction, which will add additional challenges other than the normal day to day issues we face when doing business as usual. Our clients are expecting more from our products, servicing and pricing. In our delivery of training to our clients then we need to constantly ensure that our service continues to improve to ensure they receive maximum value for money. In the current climate, this is even more important than ever”.
Due to the uniqueness of TSYS systems and the sector in which they operate Emma comments: “TSYS recognises that going forward we cannot rely on recruiting people with the necessary skills or experience from outside of the business. Therefore the continued development of our staff is of primary importance if we are to continue to grow and maintain our presence within the electronic payments marketplace”.
The training team is 7 strong and they face constant pressures to deliver client training to very tight deadlines and high standards of quality, as per most training departments. The Training Foundation’s TAP® Certificate in Training Delivery Skills enabled the Client Training team to work to common standards and recognised best practice to meet those high standards. TAP® also made it easier for the team to measure results consistently and help to truly quantify and communicate the benefits to clients.
TSYS had considered other training qualifications but found they all tended to focus on training theory rather than practical skills. However, the TAP Certificate in Training Delivery Skills is designed to produce effective learning transfer, resulting in successful learning outcomes. Emma had previously worked at a number of other organisations where TAP® was recognised as best practice. She was convinced that the TSYS Client Training team would all benefit from TAP training, whilst gaining a recognised qualification. The TAP® Certificate in Training Delivery Skills offers a comprehensive program for developing the skills of new and existing trainers alike. The style of the Training Delivery Skills course promotes best practice and offers a springboard for continued development for both training professionals and training teams.
All the Client Training team have now successfully completed the TAP Certificate in Training Delivery Skills. A trainer, who was new to training at the time, commented: “TAP really emphasised the difference between presenting and training”.
The Client Training team gained The TAP Certificate in Training Delivery Skills in autumn 2008, this has lead to further improvements in their training sessions and the generation of many ideas for future improvements. Before TAP® the team’s style of delivery tended towards presenting but now the team’s development has traversed into real training skills based on questioning techniques, check backs and ensuring learners retain their skills through testing and competency checks.
TAP® has also given the trainers a toolkit that enables them to go to the classroom fully prepared and in control. By having detailed lesson plans and exercises it helped to ensure training is more effective, comprehensive and successful. One trainer expressed: “For anyone determined on making a career in training, TAP must be the only way forward. Use it and you avoid all the pitfalls that occur when learning to train through trial and error”.
Emma Harris proudly announced: “The Training Foundation, it’s instructors and other members of staff have helped us to develop our team the right way. Offering guidance and advice when required, and helping us to champion our cause to deliver better training to our clients! We hope to continue to strengthen our relationship with The Training Foundation, by ultimately aiming to attain Gold Standard TAP Partnership.”