Manila, Philippines – Teleperformance, a global leader in digitally integrated business services, recently launched its newest Teleperformance Cloud Campus hubs through a global virtual event. Teleperformance Founder and Chief Executive Officer Daniel Julien led the activity and introduced to the audience the Cloud Campus facilities now operating at TP Aura and TP Fairview.
The Cloud Campus solution is a revolutionary and innovative new global operating model of Teleperformance. It is specifically designed to enable a socially enriched work-at-home environment, allowing companies to easily expand their business and deliver superior customer experiences through Teleperformance’s unique, cloud-centric solution.
The Cloud Campus hubs at Teleperformance Aura and Fairview sites serve as the operational command center of virtual teams. Home-based interaction experts can now work from anywhere while remaining connected to their Teleperformance team through the Cloud Campus hubs, which come with innovative features to help employees stay engaged and connected, while maintaining operational efficiency. The highly functional design blends proprietary Teleperformance technology, analytics, and process excellence (T.A.P.) with best-of-breed technologies to form a uniquely efficient global solution.
The operating capabilities of Teleperformance Cloud Campus includes virtual talent acquisition, training, development, coaching, team building, learning, client interaction, quality control, and data security management, as well as emotional well-being and rich social interaction for employees. Gamification is utilized for employee fun, socialization, and education as part of the new Teleperformance ‘campus life’.
The Cloud Campus hubs include Training Rooms that are technology optimized to recreate the experience of onsite training like video conference systems, digital whiteboards and wallboards with performance dashboards. Virtual technology allows managers to see their team’s schedule and connect with them for huddles or one on one sessions, and space for support teams – such as Training, Supervisors and other Managers, IT Helpdesk Support, Quality, and Workforce Management – that will allow more efficient knowledge transfer and increased focus on the special needs of the remote employees.
To further support work-at-home employees, Teleperformance also employs the TP Digital Floorwalker, a digital assistant that uses machine learning to handle questions from agents that can result in improved first call resolutions and reduced average handle times for calls. The Cloud Campus hubs also utilize dashboards to monitor the internet speed of employees, allowing for faster intervention of connectivity issues.
For Teleperformance, protecting sensitive information is key, which is why their Cloud Campus solution ensures that data remains secure within remote environments. Their Bring-Your-Own-Device (BYOD) Architecture is PCI-certified, and other security measures include multi-factor authentication, device lockdown and the usage of virtual sessions to ensure that no data is stored locally. The Teleperformance Cloud Campus hubs also employs TP Observer, a consolidated solution that provides real-time monitoring and system alerts for risk elements and suspicious patterns to detect a data breach and fraud attempts.
“In 2020 our R&D teams, helped by our Operations, had built an end-to-end digital platform to manage efficiently and safely work from remote all over the world. Today, thanks to Teleperformance Cloud Campus, we serve our clients from any place in the world with a remote workforce – whatever can be the external or internal constraints – through this wonderful, bulletproof digital platform. This platform is going to help you better manage your customer interaction and your customer experience,” said Daniel Julien.
“The Teleperformance Cloud Campus model was designed to help businesses who are looking at remote work as part of their growth plans in the new digital economy. It thoughtfully addresses the main concerns of companies for processes that are to be handled from a home environment, such as security, performance and control, and engagement of remote teams. Teleperformance Cloud Campus also allows companies to ensure the health and safety of their employees, which remains a priority now and most certainly in the future, without compromising business continuity,” noted Mike Lytle, Chief Executive Officer of Teleperformance USA, Canada, and the Philippines.
Teleperformance Cloud Campus is available to support all industries, geographies, and applications. This delivery model is currently deployed globally in a diverse set of industry sectors including e-commerce, utilities, telecom, and healthcare – several of which were implemented before the COVID-19 outbreak. Teleperformance now has more than 200,000 employees, or 80% of its active employees, working from home worldwide. An increasing number of clients and Teleperformance work-at-home employees will continue transitioning to the Cloud Campus delivery model this year.
Teleperformance (TEP – ISIN: FR0000051807 – Reuters: TEPRF.PA – Bloomberg: TEP FP), a leading global group in digitally integrated business services, serves as a strategic partner to the world’s largest companies in many industries. It offers a One Office support services model combining three wide, high-value solution families: customer experience management, back-office services and business process knowledge services. These end-to-end digital solutions guarantee successful customer interaction and optimized business processes, anchored in a unique, comprehensive high tech, high touch approach.
The Group’s 383,000 employees, based in 83 countries, support billions of connections every year in over 265 languages and 170 markets, in a shared commitment to excellence as part of the “Simpler, Faster, Safer” process. This mission is supported by the use of reliable, flexible, intelligent technological solutions and compliance with the industry’s highest security and quality standards, based on Corporate Social Responsibility excellence.
In 2020, Teleperformance reported consolidated revenue of €5,732 million (US$ 6.5 billion, based on €1 = $1.14) and net profit of €324 million.
Teleperformance began operations in the Philippines in 1996 and has grown to become a preferred offshore contact center outsourcing option. The company employs over 45,000 people in the country and operates over 30,000 workstations in 22 business sites located across Metro Manila, Antipolo, Baguio, Bacolod, Cebu, Cagayan de Oro and Davao.
From 2012 to 2020, Teleperformance has 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 as Outstanding Employer and Outstanding Community Project of the Year by the Philippine Economic Zone Authority (PEZA), the Top Employer of the Year and Corporate Social Responsibility Circle of Excellence at the Asia CEO Awards, and the Outstanding Volunteer by the National Economic Development Authority.
In 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 2021, Teleperformance celebrates its 25th 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 IT-BPM sector, and uphold its socio-civic engagements to create a difference in the lives of the Philippine community.
For further information, visit the Teleperformance website at teleperformance.ph
ComCo Southeast Asia is the PR partner of Teleperformance Philippines.