Deliver timely digital solutions through talent training

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By providing efficient and secure digital solutions, TELUS International Philippines focuses on empowering people

By forcing many organizations to work remotely, the COVID-19 pandemic has underscored the need to adapt to digital transformation while ensuring data and information security within organizations.

However, as many have had to quickly implement solutions to stay connected to the business, their customers and each other, the move to a digital environment has not been easy and completely secure for all organizations.

As TELUS International Philippines Vice President of Digital Solutions, Nalakumar “Nala” Rs observed, such a rush for business continuity has led many to make difficult compromises, especially with the higher priority opportunity. than cybersecurity.

Some organizations have resorted to unencrypted video conferencing technologies and personal devices with insecure connections, untrusted apps, and file sharing tools, while risk policies were relaxed or ignored in extenuating circumstances.

“This is how you end up with a very poor long term conception and an equally rushed and unmanageable short term solution. In short, you are getting into the dressing business, ”Nala added.

Understanding this accelerated need for business digitization, TELUS International Philippines, a leader in providing customer experience (CX) and digital solutions, enables its customers to go digital efficiently and securely through its Timely and digital CX and business solutions. .

With a large and highly recognized global presence, the company provides its services to industries such as technology and games, communications and media, e-commerce and financial technologies, travel and hospitality, and health care, among others.

These services are backed by the company’s highly skilled workforce, coupled with its efforts to integrate cybersecurity and data security into all aspects of the employee experience and customer journey.

In addition to amplifying its infrastructure to accommodate the remote workforce and ensuring that employees work securely from their homes through secure devices and networks, TELUS International Philippines is focused on creating this what the company calls a “human firewall” by expanding the digital activation skills of team members.

“It’s critical for a business to recognize that its team members should be the biggest human firewall they invest in,” said Nala. “This includes efforts to double security awareness training and keep them informed of evolving threats. They are the first line and the best line of defense for the business and for our customers.

He added that educating the “human firewall” within organizations – running phishing simulations to measure home performance versus office performance, for example – is the first step in developing a long-standing model for secure remote working.

For its part, TELUS International Philippines is increasing its workforce through training and development, ensuring that it is not caught off guard by more sophisticated technologies and platforms.

“Just as it is more efficient and cost effective to retain existing customers than to acquire new ones, retaining your team members is an equally important approach, especially when specialized skills are so hard to come by,” said Nala.

In particular, the digital solutions provider creates a learning culture among its staff by making skills development accessible and part of regular performance discussions.

“By integrating the development of skills such as coding and empathy into individual employee goals and improvement programs, companies can support the prioritization of skills development,” noted Nala.

Part of creating this learning culture is to encourage peer education, where employees in their virtual or physical workspaces learn from each other.

“In-house peer-led workshops and seminars serve valuable purposes, including team building and skill sharing,” Nala explained. “This is the time for workers to share their knowledge and best practices, which in turn can spur collaboration and build engagement across the organization. “

As learning by doing is seen as vital in the digital CX industry, skill testing such as hackathons and innovation labs are also an essential part of learning at TELUS International Philippines.

“Conducted in the spirit of education and innovation, these types of events can really stimulate collaboration and create a sense of belonging,” Nala added. “Since there are no real consequences if a mistake is made and the activities are designed to bring out their talent for creative innovation, team members will feel safer to put their newfound knowledge into action. convenient. “

With seven dynamically designed CX and IT delivery centers across the country, TELUS International Philippines is committed to engaging its employees in serving global customers by creating healthy and inspiring work environments.

The company’s workspaces, located in accessible points in metropolitan areas of the country, are integrated with equipment and thematic rooms that promote work-life balance and enable the commitment of team members. This is paired with special interest groups that organize workshops, contests and other activities where employees can enjoy experiences that complement the fun and vibrant culture of the brand.

Member of the TELUS International Philippines team working from home

With this defining work culture, along with competitive salaries and benefits, TELUS International Philippines continues to welcome talented individuals who can help deliver efficient and secure IT and CX solutions.

The latest career opportunities at TELUS International Philippines for CX professionals and IT experts can be explored by visiting telusinternational.avature.net/careers.


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