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Teleperformance: Streak of Success

Filed on August 20, 2020 | Last updated on August 20, 2020 at 02.14 pm
Piety Gonsalves, Chief Executive Officer of Teleperformance Middle East

With work-from-home opportunities in great demand, Teleperformance is the forerunner with its Cloud Campus technology. It fits in seamlessly with all business functions while delivering uncompromised, consistent, and superior customer experience

Piety Gonsalves, Chief Executive Officer of Teleperformance Middle East, candidly admits that the ethos of doing business has evolved as we march ahead in unprecedented times of accelerated digital transformation revolution.

With more than three decades of professional excellence, this innovative and strategic thinker believes that technology and digitally automated innovation is the need of the hour. In the backdrop of a global crisis due to the pandemic and the ensuing chaos, Teleperformance has excelled in upholding its clients' trust, successfully implementing work-at-home modules and ensuring zero percent service disruption. This response has elicited satisfaction from business partners, leading to a seven per cent increase in employee productivity, and, more importantly, ensuring the employees' safety.

"At Teleperformance, we integrate the power of technology with human actions, and come up with perfect and tailor-made solutions for customers," the CEO pointed out.

Teleperformance as the Frontrunner

With over 40 years of expertise and teams of interaction experts, Teleperformance connects the world's most successful brands with its customers. A global leader in providing Digital Integrated Business Services and Digital Transformation Solutions, Teleperformance's offerings for Customer Experience Management, Back Office, and Knowledge Services are a perfect concoction of human touch and technology.

Teleperformance has a diverse workforce of more than 330,000 interaction experts worldwide, speaking 265 languages and dialects in more than 80 countries, and serving over 170 markets. Listed on the Euronext Paris, Teleperformance has long made its mark in the Middle East with its firm footing and innovative and transformative solutions.

In the fast and ever-evolving digital innovation landscape and with the induction of CAC-40 (a benchmark French stock market index representing a capitalization-weighted measure of the 40 most significant stocks among the 100 largest market caps on the Euronext Paris), Teleperformance technology has risen to new heights.

Likewise, Teleperformance's operations and contact centre in the UAE are abuzz with outsourcing omnichannel customer experience management. Teleperformance has very well outshined all competition, making its presence felt across the region, mainly in the UAE and Saudi Arabia, providing services to large brands in the Telecom, Travel and Tourism, Retail, Technology, Automotive, Financial Services, and Government sectors.

One Up with Cloud Campus

The Cloud Campus centralised command centres help keep remote-working employees connected and engaged, with the added advantage of allowing clients to interact with a dispersed workforce. This is the way forward in the new age of work-from-home that ensures an acute balance of customer experience and remote but socially involved teams.

Undoubtedly, the Teleperformance Cloud Campus is the most proficient and capable model for hiring, training, and managing remotely working teams while ensuring exceptional and uncompromised customer experience. It provides a socially rich working environment for remote employees where physical distancing does not mean being socially distant.

"High-Tech, High-Touch" Approach to Customer Care

Gonsalves elucidates that to accelerate best-in-class operational performance continually, Teleperformance aligns transformation through automation and high-tech solutions for business model re-engineering. It also supports strategic initiatives for business enhancements with Lean Six Sigma methodologies and workforce optimisation, blended with human empathy.

In their recent research, the Everest Group has named Teleperformance as one of the leaders in their Customer Experience Management (#CXM) Services #PEAKMatrix® Assessment 2020. This is proof of Teleperformance's endeavour to support its clients, transforming their business services, which has, in turn, helped them forge deeper relationships with their customers.

Teleperformance believes in making "customised yet cost-effective" possible. It offers an array of solutions backed by state-of-the-art technology and a global network of talents, competencies, and assets with a competitive edge.

"We believe in improving customer experiences by making each and every interaction simpler, faster, safer, as well as cost-effective," Gonsalves remarked with a smile.

People Focus for the Long Run

Reminiscing his journey when he came to the UAE in 1991, Gonsalves shares that he started as a trainee with IBM. Sheer commitment and resilience helped him step up to bigger roles and challenges in his career. "From starting my career in fixing a computer, I always wanted to learn and contribute more than what was expected from me. With a background in technology and operations, and more importantly, people management, I navigated my way to where I am today as the CEO of Teleperformance Middle East," he fondly smiled.

Today, Teleperformance has over 1,500 employees in the UAE and a total workforce of over 7,000 in the Middle East. "For me, growing a business and developing a team go side by side," he quipped.
Gonsalves proudly shares that the company has created many employment opportunities for the UAE and Saudi Arabia nationals and that 40% of its workforce in the Middle East are women.

Teleperformance has long recognized the vital role that women play in the workplace and puts a high value on gender equality. "We have contributed effectively to the Nationalisation Programmes by training and employing a young workforce and helping them in their career progression."

An Emerging Leader in the New Normal  

Referring to the current global crisis, Gonsalves mentioned that Teleperformance managed to hire over 300 staff to support some government and private clients with increased interactions. Teleperformance also leveraged on its global expertise to ensure online hiring and training and maintain high delivery standards. Explaining their success mantra, he said that Teleperformance continued with its employee engagement programs online, enhancing the work-at-home environment and meeting client expectations at the same time. As a result, the employee satisfaction score is 90%, and clients rated Teleperformance 10/10 for its ability to manage the COVID-19 impact.

This is further reinforced by Teleperformance's Great Place to Work certification, and more recently, 'Great Place to Work for Millennials' recognition. Gonsalves, a sportsman himself, playing football twice a week, brings in the winning attitude, and the employees willingly follow their leader.

Looking into the Future  

The current crisis has proven one thing: no company can ever be too prepared. The key to business continuity and expansion is to upskill the employees to provide uninterrupted excellence. "Eighty-six percent of our management team in the Middle East is Green Belt Six Sigma certified. We leave no stone unturned to continuously train our employees to deliver seamless operational efficiency," Gonsalves pointed out.

"While most companies look for cost-effective, scalable, and innovative solutions, we plan to offer accelerated digital transformation solutions and elevated customer experience with a high-tech, high-touch approach to deliver the customer experience promise," he signed off.

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