MTM - Customer Service Training Team of the Year

Company: MTM, Lake St. Louis, MO
Company Description: MTM is one of the nation’s most experienced, established and qualified non-emergency medical transportation brokers. Leveraging our resources and experience, MTM offers a spectrum of healthcare and public transit services that help our clients align incentives, reduce costs, and increase member and passenger satisfaction.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - Internal - Other Service Industries:

Nomination Title: Customer Service Training Team of the Year: MTM Training

As a previous Stevie award winner, MTM Training truly understands the intense competition in the learning and development field; what worked and won awards last year isn’t necessarily going to win this year, and innovation can quickly become obsolete. In 2018, we focused on finding efficiencies and ways to increase our training footprint without increasing our employee headcount. Some of the ways we achieved this was by better leveraging our learning management system and introducing new programs to support company goals. In 2019, MTM Training updated our training methodology, training structure, governance model, and operations support, and defined different levels of learning. Redefining our training identity was a yearlong process and continues to this day—but the reward has been worth the effort. In 2020, we continued on the path of continual improvement, exploiting strengths and eliminating our weaknesses.

Outline the team's achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

We refined our talent development strategy and capability model. MTM Training launched our first ever capability model, which recognizes 25 capabilities that align with MTM’s core values. The model considers each employee’s unique journey, and recognizes that their capability proficiency will change. Employees self-assess and work on their capabilities through a self-managed process throughout their career with MTM.

We expanding our Bench, coaching, and succession planning programs. To support MTM’s culture of promoting from within, we offer our Bench Program, a formal mentoring program that selects employees from across the organization to increase their foundational awareness, understanding, and brand expertise. The primary focus of this yearlong program is to create a pipeline of future leaders, build competencies, and increase engagement. Participants spend a more than 16 hours per month in leadership training and process improvement projects.

We revamped our legacy training program for a virtual environment. As training techniques evolve and understanding advances, the opportunity to pilot a shortened but more effective training was identified. We reduced training time from four weeks to three by placing emphasis on a blended approach and creating simulations to prepare learners for real-life experiences.

We implemented MTM Link Training. In 2020, we partnered with Operations to implement MTM Link Training for our proprietary management platform. MTM Link streamlines and automates processes, provides self-service tools to members and passengers, reduces transportation issues, ensures data integrity, and ensures transparency. In order to realize these benefits, MTM Training had to ensure each user received high quality training.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):

Our achievements since July 2019 are unique or significant for the following reasons:

Talent development strategy and capability model. This program increased internal promotions to 54.82% and reduced turnover to 4.32%, contributing to a revenue increase of more than 12%.
Coaching and succession planning program expansion. As a result of the Bench, 37% of participants were promoted. MTM has saved more than $56,000 by not hiring external candidates. Attrition continues to be a positive indicator of employee satisfaction, and is currently 4.32%, below industry standards.
Legacy training program revamp. Leveraging training technology and going virtual allows one trainer to complete onboarding for multiple employees at multiple sites. This removes travel costs and allows one trainer to complete what previously would have taken three or more trainers. By not having multiple trainers traveling for onboarding, we created cost savings of $15,000 YTD, with projected numbers hitting six figures by 2022.
MTM Link Training implementation. Effective training and adoption of the new platform has reduced complaints from 36,188 in 2019 to 9,697 YTD 2020, which puts us on pace to drastically improve. We are currently meeting our goal of 80% of trips or more with zero defects.Our exceptional service has helped us win six additional contracts this year, increasing our RFP win rate by 67% in the month of July and 19% overall. This has contributed to our 12.2% increase in revenue YOY.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

Attached you will find:
-Kristin Curry, MTM Trainer conducting a informational session about Homesteading.
-MTM Training hosted and facilitatedthe 1st Annual MTM Talent Show during the summer of 2020 to help team build and offset the burnout from Covid 19.
-MTM's Work From Home equipment setup for new employees

The unprecedented year we have had has pushed us to think outside the box and search for new ways to provide value in a quickly changing landscape. Every year—perhaps this year more than ever—MTM Training has pushed the threshold of the role training can have in an organization. In doing so, we also learn how little we do know and for us that is our origin of inspiration. MTM Training believes our focus on continual improvement, innovation, and results demonstrates why we are a perennial award winner in this category and why we should be a top contender for 2021.