During tough
times, stories have a way of providing us with the positivity and hope we need
to keep moving forward.
Teleperformance, global leader in outsourced
omnichannel customer experience management, recently launched TP Anthology, a three-part anthology
series that showcases remarkable and inspiring stories of their employees. This
season’s episodes titled “Homecoming,” “Pangarap,” and “Unbroken”
are all about resilience, dreams coming true, and finding your true home.
TP
Anthology: Homecoming is about the coming home story of Frances Eileen Ancheta,
currently a Center Manager at Teleperformance Aura site. After leaving Teleperformance
during her 7th year and working in a different company for five
months, she suddenly received a call from her former leader asking her if she
wants to come back. Frances decided then and there to return to the place she
has always called home. “I was tapped by my former EVP and I felt like it was
because he trusted me that much for him to reach out to me and say ‘We would
love to have you back with us,’” shared Frances. It did not take long for her
to say yes and immediately went to back to work at Teleperformance the week
after.
Overall,
Frances has been with Teleperformance for 10 years, starting out her career in
the organization as a call center agent back in 2010 and made her way up to a
leadership role. When asked what made Teleperformance feel like home and why
she will always come back, Frances shared, “At Teleperformance, I can be as
passionate as I want to be and to be able to see my team be as passionate as I
am helps me do my job a lot better. It’s not about the company as a company,
it’s about the entire organization and the people that I work with. That’s what
makes it feel like home.”
Meanwhile,
perseverance in pursuing one’s dream is the theme in TP Anthology:
Pangarap. This episode chronicles the journey of Emerson Balagtas, who
was part of the housekeeping staff at Teleperformance for eight years, towards
becoming a Customer Service Representative at Teleperformance EDSA Greenfield
today.
With
the help of Teleperformance leaders and other customer service representatives,
Emerson learned, studied, and eventually applied to become an agent – a dream
that he once thought was unattainable. “The managers motivate us, and the
trainers and supervisors are always there to guide us in the correct path. Here
at Teleperformance, they support career growth. They treat employees as family,”
shared Emerson.
Now
with a stable job and income, Emerson no longer feels the need to go abroad to
support his family and with the help of leaders in Teleperformance, he aims to continue
advancing in his career.
The
final episode, TP Anthology: Unbroken, is the inspiring story of
Nina Kristine Abad, a Director for Client Services at Teleperformance Ayala
site, who has been with the company for 15 years. Nina has always been an
achiever. However, after a life-changing accident during her vacation abroad
that resulted in the amputation of her leg, her confidence was shaken. She even
worried that she might lose her job because of this disability.
“The
biggest challenge that PWDs face would not be in their disability, but their
confidence in terms of ‘Would they be able to catch or to cope with people
without disabilities’ or whether opportunities will be available to them,”
shared Nina.
With the
support of Teleperformance, both during and after her recovery stage, Nina was
able to regain her confidence and learned to be an even better and stronger
leader. “Teleperformance gave me equal opportunity. Regardless of my
disabilities, whenever I apply for positions, face clients, conduct a workshop,
or implement a new program, they see my skills, experience, and knowledge, and
not my physical disability, appearance, nor background. Teleperformance has
always given me the platform even before I was not disabled. I would say it’s
still the same.”
These three inspiring stories are just
the first in a series of uplifting stories from Teleperformance. The organization
aims to continue spreading positivity especially in this time of crisis and
provide any support their employees may need.
Jeffrey Johnson, Senior Vice President
for Human Capital Resource Management of Teleperformance Philippines, shared,
“Now more than ever, we have to work together and uplift each other to get
through these trying times. We created TP Anthology because we believe in the
power of stories. We wanted to use Teleperformance’s platform to give our
remarkable employees the ability to inspire others within and beyond the
organization.”
Teleperformance continues to find ways to
create a workplace that encourages creativity, passion, and innovation for all.
With various employee engagement programs, awareness campaigns, and corporate
social responsibility initiatives, Teleperformance Philippines fosters a
culture of inclusivity and growth. They also recently received its third Great
Place to Work® (GPTW®) certification, the first company to do so consecutively
in any industry in the Philippines.
ABOUT
TELEPERFORMANCE
Teleperformance
(TEP – ISIN: FR0000051807 – Reuters: ROCH.PA – Bloomberg: TEP FP), the global
leader in outsourced omnichannel customer experience management, serves as a
strategic partner to the world’s largest companies in a wide variety of
industries. Its customer care, technical support, customer acquisition,
consulting and analytics, digital integrated business service solutions, and
other high-value specialized services ensure consistently positive customer
interactions that are reliable, flexible and intelligent. The company has
established the highest security and quality standards in the industry and uses
proprietary deep learning technology to optimize flexibility on a global scale.
The Group’s
300,000 employees, spread across 80 countries, support billions of connections
annually in 265 languages and enhance the customer experience with every
interaction. In 2019, Teleperformance reported consolidated revenue of €5,355
million (US$6 billion, based on €1 = $1.12).
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 ICT-BPO 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.
