Teleperformance offers Cloud Campus solution to boost remote workers

Teleperformance, a provider of outsourced customer experience management, has been able to transition its employees to work-at-home (WAH) to maintain consistent delivery for clients due to its new operating model, TP Cloud Campus.

The platform allows Teleperformance to blend technology, analytics, and process Excellence with best-of-breed technologies to form a uniquely efficient global solution for enabling the ‘new normal’, remote environment.

Teleperformance Cloud Campus is a digital workspace for remote agents that enable customer experience management in multiple geos, languages, and industries.

It is already supporting a number of industries from e-commerce, utilities, telecom, and healthcare to insurance, banking, and financial services— several of which were implemented before the COVID-19 outbreak, in multiple markets worldwide.

Clients can interact with Teleperformance teams on the cloud at any time, enabling a tailored hybrid approach to deliver customer experience, with enhanced business resilience, agent performance, advanced data security and unmatched global flexibility, all hallmarks of the Cloud Campus’ client value proposition.

The Cloud Campus also addresses the typical concerns from the employee perspective, by enabling employees to remain connected, recreating the social life of a physical office by facilitating video and chat interactions, and ensuring social and cultural ‘richness’.

Gamification is utilized for fun, socialization, and education as part of the new Teleperformance ‘campus life,’ to boost employee wellbeing.

Additionally, the Cloud Campus removes the professional development barrier to remote working, for a better trained, more engaged workforce.

Teleperformance has more than 220,000 employees working-from-home worldwide, i.e. +80% of all active employees, with round-the-clock operating capabilities.

This transition has been enabled by the TP Cloud Campus model that was being deployed, and that today supports virtual talent acquisition, onboarding, training, development, coaching, team building, learning, client interaction, quality control, and data security management.  

“As one of the top employers worldwide, and a global industry leader, we have reimagined the traditional workplace in the face of global lockdown and disruption, in a way that benefits both customers, clients and of course, employees,” said Teresa Mesquita, EVP global marketing and product at Teleperformance. “We had the foresight to develop, test, and begin implementing the Teleperformance Cloud Campus last year—a platform that supports almost unlimited languages, industries and markets—setting another industry benchmark. Our clients value the speed at which we transitioned agents to work at home to ensure business continuity during uncertain times.”

For more information about this news, visit www.teleperformance.com.

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