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.
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.