Leading global outsourcing firm, Teleperformance, defines the next phase of remote work with the TP Cloud Campus Hubs

Aditya Arora, CEO of Teleperformance India, discusses how Teleperformance is successfully leveraging pioneering cloud technology and a WAHA(work-at-home-agents) model to create consistent experiences for its stakeholders throughout the pandemic.

In the post-pandemic age, having a proven remote business model has become non-negotiable.Business growth across sectors is now dependent on remote customer service experts, and the robust IT infrastructures that support a distributed workforce. Teleperformance, the global leader in customer experience management, is paving the way for seamless remote working asitexpands itsWAHA business model for hiring, training, and managing remote,yet socially-connected teams, while ensuring consistent customer experiences – with Teleperformance Cloud Campus.

Prior to the pandemic, the Group had been building its cloud capabilities to remain agile in delivering exceptional customer experiences across vertical sectors. With Cloud Campus Hubs, or centralised command centres, Teleperformance is overcoming the lingering operational challenges posed by COVID-19, and supporting multiple clients in an undisrupted way.

Having recently launched three Cloud Campus Hubsin Mohali, Kolkata, and Gurgaon, Teleperformance India is creating a stream of career advancement opportunities for individuals in different parts of the country who were otherwise unable to relocate in these unprecedented circumstances. The Cloud Campus facilitates an end-to-end ecosystem to allow candidates to be recruited, onboarded, and coached from any location, and to continuously learn through gamified virtual lessons. Self-learning programmes and virtual training sessions have become a critical means of strengthening employee engagement throughout the organisation.

Teleperformance India now has over 600 employees operating within the TP Cloud Campus Hubs – 20 per cent of whom are university freshers. The organisation will continue to recruit over 40 per cent of new starters through the Cloud Campus for select clients.

By deploying a blended model of in-office and remote teams, Teleperformance is advocating strategic future workforce planning as the demand for remote work only increases. In the month of September alone, 11,000 new recruits were added to the workforce, with 60 per cent of these working-at-home. More importantly, Teleperformance is recruiting from an additional 35 cities, offering employment opportunities for people across the country.

To support agents transitioning to a work-at-home setup, new employee wellness roles and people-centric coaches were added to the Group’s existing positions. The organisation also hosts TP Wellness initiatives to connect employees, improve engagement, and minimise the feeling of isolation for dispersed team members.

As we enter the next phase of COVID-19, enabling clients to scale remote business models up or down as business needs change will determine how well organisations weather future storms. By deploying a hybrid approach to remote work, and having the right resources in place, Teleperformance is remaining resilient and responsive to customers’ needs and ensuring satisfaction does not waiver.

As first responders through the crisis, the company has been able to consistently help clients cope with soaring customer support requests, underpinned by enhanced employee productivity and connectivity. A suite of alternative support systems, including voice, chat with live agent, and instant messaging, enables customers to be communicated with through the channel they prefer and have their issues rectified more efficiently and effectively.