The Challenge: Brick by Brick
Before iorad, Teleperformance built software simulations in Adobe Captivate. From the ground up. Screenshots, animation, sequencing, interactions — all by hand.
Ron calls it a "Herculean task." The effort, not the technology, was the real problem.
What a single process cost before iorad:
- Dozens of hours to document one process
- Multiple meetings to interview SMEs and map the process
- Weeks of waiting to coordinate SME availability
- Recording, editing, interactions, and testing in Adobe Captivate
- All built and maintained by hand
"How we would build things back then would be brick by brick, and it would translate to pure blood, sweat, and tears."
Then came the plot twist — every time.
"After we completed the simulation using Captivate, a week later, the process changed. So we'd have to go back to our file, update it, and do things all over again. Sometimes I'd ask myself, what did I get myself into?"
Updates were only half the problem. Most content had to be translated into 15 languages. That meant sending updated files to translation contacts, waiting weeks for every version to come back, then uploading each one individually.
Getting the knowledge out of subject matter experts was its own bottleneck. SMEs would send low-resolution screenshots. Designers would ask for clearer ones. "SMEs and designers would be speaking two different languages," Ron says.
Video wasn't the answer either. Screen recordings in Synthesia meant voiceovers, highlights, and external media layered on top — "tedious and complex," in Ron's words. And for learners, video meant buffering. With subsidiaries around the world on very different network bandwidths, some agents would "get stuck in a certain timeline of a video."
The Shift: Let the SMEs Capture
The biggest change wasn't a new authoring tool. It was moving the starting point.
"The starting point of simulation development no longer commences on our end."
As Teleperformance's global iorad admin, Ron gives licenses to the people who actually know the process. Most sit on operations training teams building content for client projects. Not all of them are instructional designers. They don't need to be.
"That's one great thing about iorad. It doesn't require intermediate or advanced tech skills for someone to grasp how to use the tool."
New users get a walkthrough and onboarding. Then they're on their own. They capture the process the way they actually do it. Ron's team steps in only to review and enhance.
"What's handed over to us is pretty much 100% accurate in terms of the sequences and the accuracy of the information."
SMEs stopped being a bottleneck and became collaborators. Every process now runs on one continuous loop: Perform → Capture → Enhance → Publish → Maintain & Update.
How Teleperformance uses iorad today:
- One-stop-shop courses — iorad tutorials and Synthesia videos embedded together in Easygenerator, so learners never jump between links
- Short, modular tutorials — topics broken into small pieces for faster retention and easy reference
- Tutorials in everyday comms — embedded directly in emails instead of answering the same "how do I…" questions over and over
- Organized libraries — content sorted by category and country folder
- Built-in translation — content translated in iorad instead of the weeks-long manual cycle with translation contacts
- Training where there's no sandbox — simulations stand in for client systems that don't offer a training environment
The Outcome: Five Simulations a Day — From a VP
Ron's favorite proof point came from a new platform rollout.
He didn't know the platform well. A VP did. Instead of scheduling interviews and meetings to extract what she knew, Ron gave her a license.
"I spent two days training her how to use iorad. Two days later, she was already handing me her simulations to check. I was seeing five simulations a day coming from her. And I'm amazed — I had very minimal adjustments to make."
Two more days, and the content was live on Teleperformance's learning platform.
That's the pattern now. A process that used to take dozens of hours to document gets captured in minutes, by the person who knows it best. Experts capture. L&D refines. And Ron's team has redirected its time.
"Instead of investing more time in production, we'd rather invest time in performance improvement and business partnerships."
Translation stopped being a bottleneck too. The 15-language cycle — sending files to translation contacts, waiting weeks, uploading each version one by one — is now handled with iorad's built-in translation.
Learners feel the difference too.
"There's a huge difference between the then and the now. Back then, learners had to wait it out for things to finish before they could progress. Now, with iorad, they just click backward or forward. It's very convenient, and it's not system- and bandwidth-heavy."
For a workforce spread across countries with uneven connectivity, that matters.
Why It Worked: Practice Beats Watching
Ron is clear on why interactivity wins over video.
"It's just like having a test drive. But it's not about admiring the car alone — it's about preparing to own and operate it confidently. Instead of watching someone else do the job, learners get to practice the job in a safe environment, free from the fear of crashing it or breaking it, before they have to perform it for real."
And it lets every learner set their own pace.
"Not all learners have the same capacity for accepting new stuff. But what needs to apply to everyone is that they practice. Nothing beats clicking through a simulation. It adds a relaxed atmosphere — there's no pressure to finish right away — and they feel more confident when they step into the real job."
Looking Ahead: Avatars Inside the Simulation
Teleperformance is a power user of both iorad and Synthesia. When the two products integrated, Ron was among the first to test it.
"When you sent me that email saying there's a fusion between iorad and Synthesia, my eyes popped."
Instead of a Synthesia intro video sitting above a separate tutorial, the avatar can now live inside the tutorial itself.
"Even a few seconds of scrolling, multiplied by a hundred — that will be a huge time savings."
His verdict after the rollout: "It added more life to the simulations, and it made even the simulations exciting."
And for teams still on the fence about adding another tool?
"When I was introduced to iorad, I was scared — oh god, another tool. But in just a day, I was able to learn it. Try not to be scared of new technology. With iorad, it made my life more convenient. Believe me — try it, and you'll say I was telling you the truth."