Teleperformance, a global leader in digitally integrated business
services, recently announced a revolutionary new global operating model,
the Teleperformance Cloud Campus, an innovative solution for
enabling the ‘new normal’ work-at-home (WAH) environment.
Prior
to the pandemic, as part of its future-of-work development process,
Teleperformance was already designing and testing an enhanced model for
improving customer experience, client results, and employee well-being and
development through socially connected, virtual teams. The
Teleperformance Cloud Campus was specifically designed to
provide a remote, socially enriched working environment,
allowing companies to easily expand their business and deliver superior
customer experiences through Teleperformance’s unique, cloud-centric
model.
Home-based interaction experts can now work from
anywhere in the world while remaining connected virtually to their
Teleperformance team through one of their Cloud Campus Hubs. These centralized
command centers keep remote agents connected and engaged while providing an
opportunity for clients to interact with a dispersed workforce. The highly functional design blends proprietary Teleperformance
technology, analytics, and process excellence (TAP) with best-of-breed
technologies to form a uniquely efficient global solution.
The operating capabilities of
Teleperformance Cloud Campus includes virtual talent acquisition, training,
development, coaching, team building, learning, client interaction, quality
control, and data security management, as well as emotional well-being and rich
social interaction for employees. Gamification is utilized for employee fun,
socialization, and education as part of the new Teleperformance ‘campus life’.
For Teleperformance,
protecting sensitive information is key, which is why their Cloud Campus
solution ensures that data remains secure within remote environments. Their Bring-Your-Own-Device
(BYOD) Architecture is PCI Certified and other security measures include
multi-factor authentication, device lockdown and the usage of virtual sessions
to ensure that no data is stored locally.
Among the many benefits of Teleperformance
Cloud Campus is having access to a broader workforce, with its ability to reach
skilled interaction experts around the world, enhanced business resilience,
sustainability and diversity, and the flexibility to meet changing demands as
companies can easily scale up or down based on business needs.
Teleperformance
Cloud Campus is available to support all industries, geographies, and
applications and is currently deployed globally in a diverse set of industry
sectors including e-commerce, utilities, telecom, and healthcare – several of
which were implemented before the Covid-19 outbreak. The company now has more
than 200,000 employees working from home worldwide, i.e. 80% of all active
employees. An increasing number of clients and Teleperformance WAH employees
will continue transitioning to this unique delivery model this year.
Teleperformance
Chairman and Chief Executive Officer Daniel Julien said, “To be
clear, conventional facilities continue to play an important role in our
operational delivery strategy. As the global industry leader and a top employer
worldwide, we constantly re-envision alternative work and delivery models that
can benefit our clients, their customers and, of course, our employees. We
developed, tested, and began implementing the Teleperformance Cloud
Campus with select clients last year. It is a fantastic model for both
clients and for the emotional well-being and professional growth of our work-at-home
staff. Since COVID-19 hit the world, we have rapidly transitioned 80% of our
global workforce to a work-at-home model to align with the ‘new
normal’. Teleperformance Cloud Campus orchestrates the delivery
of work-at-home in a precise and effective manner, to best serve our clients
and best care for our more than 200,000 strong remote employees - both now and
in the future.”
With Work-at-Home solutions in high
demand, Teleperformance Cloud Campus is an efficient and effective model for
hiring, training and managing remote teams while ensuring exceptional, consistent
customer experiences.
“Businesses today are looking for
resiliency and a partner that can help them adapt to the rapid changes of
today. With many companies looking at work-at-home as part of their strategy,
Teleperformance Cloud Campus gives them the agility their business needs while
ensuring the safety of employees, which is of utmost importance now and most
certainly in the future,” shared Mike Lytle, Chief Operating Officer of
Teleperformance Philippines.
To
learn more about Teleperformance Philippines and the Teleperformance Cloud
Campus, you may visit their website at www.teleperformance.ph/en-us.
ABOUT TELEPERFORMANCE
Teleperformance
(TEP – ISIN: FR0000051807 – Reuters: ROCH.PA – Bloomberg: TEP FP), a leading
global group in digitally integrated business services, serves as a strategic
partner to the world’s largest companies in many industries. It offers a One
Office support services model combining three wide, high-value solution
families: customer experience management, back-office services and business
process knowledge services. These end-to-end digital solutions guarantee
successful customer interaction and optimized business processes, anchored in a
unique, comprehensive high tech, high touch approach.
The Group's
331,000 employees, based in 80 countries, support billions of connections every
year in over 265 languages and 170 markets, in a shared commitment to
excellence as part of the “Simpler, Faster, Safer” process. This mission is
supported by the use of reliable, flexible, intelligent technological solutions
and compliance with the industry’s highest security and quality standards,
based on Corporate Social Responsibility excellence. In 2019, Teleperformance
reported consolidated revenue of €5,355 million (US$ 6 billion, based on €1 =
$1.12) and net profit of €400 million.
Teleperformance
began operations in the Philippines in 1996 and has grown to become a preferred
offshore contact center outsourcing option. The company employs over 47,500
people in the country and operates over 30,000 workstations in 21 business
sites located across Metro Manila, Antipolo, Baguio, Bacolod, Cebu, Cagayan de
Oro and Davao.
From 2012 to 2018, Teleperformance received the Frost
& Sullivan Asia Pacific Contact Center Outsourcing Service Provider of the
Year Award for its significant performance in revenue management, market share,
capabilities, and overall contribution to the contact center industry. In
addition, Teleperformance Philippines was awarded in 2017 as Outstanding
Employer and Outstanding Community Project of the Year by the Philippine
Economic Zone Authority (PEZA), the Top Employer of the Year at the Asia CEO
Awards, and the Outstanding Volunteer by the National Economic Development
Authority (NEDA).
This 2020, Teleperformance Philippines was again certified as a
Great Place to Work® and is the only organization in the country to receive
this certification from the Great Place to Work® Institute for three years in a
row. This year, Teleperformance celebrates its 24th year of continued
excellence and leadership in the country. This milestone highlights the
company’s commitment to steadily provide the best employment experience for
Filipinos, proactively support the nation’s IT-BPM sector, and uphold its
socio-civic engagements to create a difference in the lives of the Philippine
community.
For further
information, please visit the Teleperformance website at teleperformance.ph.