Teleperformance India - Innovative Use of Technology in Customer Service

Name of Organization / Company: Teleperformance India
Category: Award for the Innovative Use of Technology in Customer Service > Other Service Industries

Entry Title: Hi Tech Hi Touch Personified: TP Cloud Campus powered Remote Work

Concept

As the world navigates to a new normal with remote work trends shaping the future of how the global workforce operates, Teleperformance’s extensive Work-At-Home-Agent (WAHA) Solution offerings are redefining the rules of business and ensuring business continuity and client profitability, and continued support for essential services with 100% alignment to government directives.

A simple mobile application integrated with TP Resolve (our multi-channel & multi-vertical unified CRM solution) and Contact Center Dialer that allows Teleperformance Advisors to Work from Home and be more productive via smartphone access.

This solution is supported by Teleperformance Cloud Campus to maintain Socially Engaged Remote Teams. A unique, cloud-centric model that is most efficient & effective for supporting WAHA via hiring, training, and managing remote teams while ensuring exceptional, consistent customer experiences.

Designed with strong data security policies, it ensures data is always secure via blocking of voice recordings, personal calls, screen and data capture, and masking of sensitive fields including customer phone numbers. This is supported by Supervisor Module on Teleperformance CRM for call data allocation, advisor status, process-wise advisor dashboard, and performance report.

TP WAHA edge seamlessly integrates with Contact Center Dialer and TP Resolve with multi-factor authentication for uncompromised security. An all-inclusive Dashboard view provides Advisor status and performance with real-time monitoring, accessible to Supervisor.

The intent is to keep the application simple, easy to use, and secure.

Overview – Plan and Execution

TP WAHA Edge is a mobile application integrated with Teleperformance CRM and contact center Dialer that allows Teleperformance Advisors to Work from Home and be more productive via smartphone access. It is suitable for inbound as well as outbound calling, supported by predictive, preview, and manual mode of dialing.

Augmented with the TP Cloud Campus Hubs, each process’ database is designed from scratch to offer a socially rich working environment for remote workers, where physical distance does not mean social distance. This comprehensive & proven method for managing remote resources in their entire lifecycle, starting from digital recruitment, virtual training rooms, virtual engagement & learning-based games, and dedicated personnel support & departments makes the entire WAHA model flow seamlessly for unique support to remote work.
Business Challenges

• Loss of revenue due to agents not being productive due to lockdown
• WAHA solution has become imperative going forward due to disruptive environment
• Managing Inbound, outbound preview, and predictive calls from home
• Advisor would access TP WAHA edge on the smartphone, currently functional on Android smartphones with Android versions from Android 6.x to Android 9.x and having 3G/4G connections with the appropriate network coverage.

Benefits and Achievements

TP WAHA Edge is a state-of-the-art platform with multiple business benefits including -

• World’s largest work-at-home agent provider
• Rapid Deployment
• Minimum setup cost
• Optimal Advisor performance to ensure effortless business continuity with high customer satisfaction
• Productivity increase in WAHA

The combination of the app with the cloud campus model provides unique benefits for the remote working setup:

A broader, more talented workforce

o Reach skilled interaction experts’ & untapped talent pools worldwide
o Remote workers experience higher employee satisfaction & employer loyalty, reducing turnover

A resilient business model

o Avoid future business disruption
o Be ready when the unexpected happens with an agile model built for change

Sustainability and diversity

o Promote a sustainable & inclusive model
o Lower carbon footprint with reduced commercial facilities
o Employment opportunities for people with physical challenges or learning disabilities

The flexibility to meet changing demands

o Easily adjust & scale up or down to meet evolving business needs & fluctuating customer demands

Files & Links:

Critical market comparison.pdf
Case Study_TP WAHA Edge.pdf
TP WAHA Edge.png
Team Profile_TP WAHA Edge.pdf
Cloud campus.pdf
https://youtu.be/WJG02D9Yq58
https://youtu.be/D38-xVUuS5I
https://www.teleperformance.com/en-us/services/work-at-home
https://www.businesswire.com/news/home/20200513005652/en/Teleperformance-Revolutionizes-Work-at-Home-Industry-with-TP-Cloud-Campus-a-New-Global-Cloud-Campus-Model
https://www.prnewswire.com/news-releases/teleperformance-in-india-launches-three-revolutionary-cloud-campus-hubs-to-enable-seamless-transition-to-work-at-home-301107322.html