Teleperformance proactively proposed to move key operational positions and frontline personnel to the Work-at-Home model, anticipating the impact that COVID-19 would have on the customer service industry.
Launching a new product is no small undertaking, even under normal circumstances. So, imagine doing it during a global pandemic.
This multinational media and entertainment group continued the growth of its subscription on-demand streaming services worldwide. With high expectations for expanding their customer base to Western Europe and Latin America, and with less than nine weeks for the full deployment of complex pre-sales and customer service solutions, time was critical.
However, staffing during a global crisis was not easy. The service required a blended shoring model (onshore, nearshore, and virtual) and multilingual agents to deliver support in Spanish, Portuguese, Italian, French, and German while operating across many channels like phone, email, chat, or social media.
Of pre-sales services and support teams deployed one month early
Of recruitment goal achieved
Of agents permanently converted to work-at-home
- Client Stories
- White Papers
Speak with a CX expert today
Contact us today to learn how delivering more personalized service will help you gain and retain more customers.