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#DIBSToDisrupt | High Touch - Putting People First
Changes in the world of work, evolving employee expectations and advances in technology are creating a perfect storm that is transforming the modern workforce and workplace. Pitched against a backdrop of growing skills gaps, the pressures for organizations to rethink their talent approach and systems is intense. While technology investments are important, getting the best people in the right roles is crucial if organizations, as well as the workforce, want to be fit for the future. At Teleperformance, our High Tech, High Touch corporate DNA has been a key driving force across business functions and solutions, and we lay great emphasis on the fact that a people driven strategy is imperative for successful Digital Transformation.
As we move towards a post pandemic hybrid workspace, creating a people-first culture holds an even deeper meaning. Teleperformance is strategically focused on this people-first approach because we understand that while technology has transformed our lives and work beyond recognition, the hardware and software that run our world still depend on human innovation. Thus, attracting and retaining top tier talent is a cornerstone of our Digital Transformation roadmap. Q3 has been a very exciting journey on this front with the introduction of our solutions supporting human productivity augmentation. This has helped us achieve up to 3X improvement in productivity, taking out the mundane repetitive transactions from the daily lives of our staff and having them focus on higher order activities.
This High Touch approach has not gone un-noticed. In our constant efforts to build and maintain a workplace where every employee is valued for their contribution, Teleperformance has been recognized as a Great Place to Work® across the globe, including:
Teleperformance in India is certified India’s Best Workplaces for Women for the second consecutive year by Great Place to Work®
Teleperformance was recognized as a Best Workplace in Europe 2021 by a Great Place to Work
Teleperformance EMEA recognized as CXM Service Provider Leader by Everest Group PEAK Matrix® Assessment 2021
Teleperformance Central America & Caribbean certified as Great Place to Work®
I wish you all a great Q4 ahead and greetings to all of you and your families for the upcoming festive season.
President of Group Transformation, Teleperformance
Reinforcing High-touch with High-tech strategy
Throughout these editions we have covered the key elements to enable Transformation in an organization: Lean Six Sigma processes, Technologies, Automation, Analytics, and others.
Today I want to focus on the real enablers of Transformation: Our People.
As leaders, we need to ensure to have the best teams to lead Innovation and Transformation. A high-output management is the key to ensure team’s processes, education, decision making, short and long-term objectives and cultural values are in aligned with the company’s vision to hit the mark.
For this, these are the pillars we need to focus on as Managers:
It is not a surprise Teleperformance has been awarded with the GPTW in + 50 countries. This has a lot to do with TAP and our people: we deliver the best technology to an employee- centered work environment.
Take myTP for instance, it started as a local app developed by TP Colombia, named Saturno.
With the right people and the right technology, we transformed it to become myTP: an employee platform that now offers schedule management, Sentiment, Company updates & benefits, Refer a Friend, and others.
MyTP is on the roadmap to become the Teleperformance employee’s go-to Platform with everything they need in one place, and easy and secure access through the new Teleperformance ID.
Technology is not only improving people’s lives but it’s also making work a lot easier. A proper deployment of transformation solutions gives us the opportunity to access operational and productivity advantages. We, at Teleperformance, have a massive focus on productivity enhancement through our key solutions like TP Gamification, TP Protect, TP Time tree etc. that are employee focused. While we embrace this emerging technology, we don’t want to lose the human- touch.
It’s the right people, that enable the high-tech, high-touch Transformation.
Lead the way with your teams!
The fast-paced working world is constantly changing. But contribution of human touch has always been the backbone of the business success and growth. Therefore, we’re excited to introduce one of our key solutions – TP Gamification that focuses on helping operations to drive desired user behavior to meet business targets. It is fast emerging as an effective technique to motivate employees and drive engagement for meeting business goals.
Improved productivity and knowledge for a British multinational fintech company
Case Study 1
reduction in NR Time (Not ready time)
improvement in back-office productivity
Fueled productivity improvement for the largest travel agency in the US
TP Time Tree
Case Study 2
improvement in productivity
improvement in Service level agreement (SLA)
Improved monitoring and fraud detection for a Telecommunication company
TP Protect +
Case Study 3
line of business monitored
monitoring maps covering 1500 agent’s activity
Thought leadership from our global leaders to guide you on the latest developments in technology and transformation
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Teleperformance is promoting analytics culture within the organization, encouraging employees to share their innovative data science ideas that can help deliver better results through improved business and customer insights. That’s why we are excited to introduce TP Datathon — a competition aimed at stimulating an analytics mindset in the company.
Contact us today to get in touch with one of our knowledge services consultants and start driving your business in transformation and innovation.