Case Studies

Client: Transcom (Tech Support and Sales Program)
Industry: Global BPO
Focus Area: New Hire Orientation and Onboarding Redesign
Project Length: 6 weeks (5 for redesign, 1 for Train-the-Trainer)

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The Challenge:

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Transcom needed to overhaul its new hire onboarding experience for a fully virtual, global workforce supporting a high-profile client. The existing process was outdated, heavily manual, and placed a significant burden on trainers, HR, and tech support.

Key challenges included:

 

• Disjointed communication and onboarding steps with no clear visual flow

• Overdependence on live tech support and HR personnel for basic setup and login assistance

• Long trainer-led sessions that lacked engagement and scalability

• Outdated, PowerPoint-heavy content not suited for virtual delivery

• A complete lack of self-paced learning options or branded, visual documentation

 

The goal was to reduce onboarding from 3 days to 2 without sacrificing quality or confidence and to give new hires a streamlined, supportive start that reflected Transcom's brand and standards.​

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Our Approach:

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CK Digital led a complete reengineering of the onboarding experience, focusing on virtual learning, accessibility, and self-sufficiency. We applied instructional design, visual communication, and process strategy to create a modern, branded, and scalable program.

Phase 1: Content and Experience Redesign

 

• Created a fully restructured 2-day onboarding experience, split between digital and trainer-led delivery

• Developed Articulate Rise self-study modules for HR, company culture, and client topics

• Produced engaging Vyond videos for equipment setup, system access, and common tech tasks

• Designed clear, visual documentation for all setup and process instructions, aligned with Transcom’s branding

• Built robust facilitator guides with prompts, activity walkthroughs, and learner engagement strategies

• Introduced FAQ tools to reduce help desk and trainer interruptions

Phase 2: Train-the-Trainer Enablement

• Delivered a custom Train-the-Trainer program including live virtual sessions, teach-backs, and coaching

• Equipped trainers with facilitator and participant guides for future scalability

• Provided upskilling on best practices for delivering interactive virtual onboarding

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Results and Impact:

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• Onboarding duration reduced by 33% (from 3 days to 2)
   

• Significant reduction in live tech support requests due to new self-service content
   

• Trainer satisfaction improved, with more time focused on engagement and less on troubleshooting
   

• Brand consistency reinforced, thanks to visually aligned documentation and communication tools
   

• New hires ramped up faster and reported a more confident and clear entry into the organization

 

Bottom Line:

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Transcom gained a modern, scalable onboarding system that reflects the quality of their brand and reduces the load on internal teams.

CK Digital delivered a complete solution that could be reused, adapted, and expanded—saving time and improving the experience for every new hire.