Business Continuity and Resilience During COVID-19 and Beyond

The Impossible Reimagined

Embedded in the Teleperformance culture is a drive to do more, and defy limitations.

Born from meager beginnings in a small, two-person office in Paris over 40 years ago, Teleperformance is now a global CX leader with more than 330,000 employees. But we have never forgotten our humble roots, or how we defied the odds to accomplish what few companies in history have achieved.

It’s the same pioneering spirit that inspires us today – knowing we all have the ability to dig deep and do more. So, we continue to challenge limitations in our constant pursuit of providing excellent service for our clients.

Read More
Blog DJ

The Impossible Reimagined

Embedded in the Teleperformance culture is a drive to do more, and defy limitations.

Born from meager beginnings in a small, two-person office in Paris over 40 years ago, Teleperformance is now a global CX leader with more than 330,000 employees. But we have never forgotten our humble roots, or how we defied the odds to accomplish what few companies in history have achieved.

It’s the same pioneering spirit that inspires us today – knowing we all have the ability to dig deep and do more. So, we continue to challenge limitations in our constant pursuit of providing excellent service for our clients.

At Teleperformance, we are passionate about everything we do. 

The unsurpassed execution and drive our global workforce in these four, key areas, each and every day, is responsible for our continued success.

  • Our People-Focused Culture
  • Industry-Leading Experience and Operational Competence
  • Strong, Unwavering Client Partnerships
  • Constant Business Agility, Resilience, and Innovation
The Teleperformance Difference -- text

At Teleperformance, we are passionate about everything we do. 

The unsurpassed execution and drive our global workforce in these four, key areas, each and every day, is responsible for our continued success.

  • Our People-Focused Culture
  • Industry-Leading Experience and Operational Competence
  • Strong, Unwavering Client Partnerships
  • Constant Business Agility, Resilience, and Innovation

Resilience Now Stories

See how we helped TP clients navigate the crisis

Resilience Now Stories

See how we helped TP clients navigate the crisis

Helping gaming clients cope with soaring customer support requests during lockdowns

While many industries are facing weak demand, others benefit from consumers spending more time at home, like the gaming industry. Our client had an increase of 5x the number of customer support requests, while at the same time had to secure the health of its support teams. 

Our agile deployment of a WAHA model ensured employees’ safety while providing an effective response to the increasing volume demand, making the team 60% more productive.

Gaming Image

Helping gaming clients cope with soaring customer support requests during lockdowns

While many industries are facing weak demand, others benefit from consumers spending more time at home, like the gaming industry. Our client had an increase of 5x the number of customer support requests, while at the same time had to secure the health of its support teams. 

Our agile deployment of a WAHA model ensured employees’ safety while providing an effective response to the increasing volume demand, making the team 60% more productive.

Restaurant Image

Automating restaurant delivery during the COVID-19 outbreak

Our client experienced strong demand from both clients and suppliers with consumers under lockdown at many markets simultaneously.

While transitioning 250 agents to work-at-home in just two days, and ensuring our client’s results were maintained, our automation and chatbot solutions became a resource buffer to handle spiking demand while delivering high-quality experiences - up to 40% average handling time reduction.

 

Deflection from Voice-to-Messaging assured support continuity while improving NPS* and Customer Satisfaction

We developed a Business Continuity Plan, combining work-at-home with IVR-Deflection from voice to instant messaging solution, which ensured customer queries were handled in an efficient and customer-friendly way while at the same time limiting the time and effort needed from IT.

Combining Instant Messaging with our TP Bot solution Teleperformance ensured a high level of automation, which yielded an improved NPS* & C-SAT.

*NPS® is a registered trademark of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems Inc. 

 

Voice-to-voice Image

Deflection from Voice-to-Messaging assured support continuity while improving NPS* and Customer Satisfaction

We developed a Business Continuity Plan, combining work-at-home with IVR-Deflection from voice to instant messaging solution, which ensured customer queries were handled in an efficient and customer-friendly way while at the same time limiting the time and effort needed from IT.

Combining Instant Messaging with our TP Bot solution Teleperformance ensured a high level of automation, which yielded an improved NPS* & C-SAT.

*NPS® is a registered trademark of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems Inc. 

 

Royal Navy - UK

This is just a very quick email to pass onto you all (and your team) my genuine gratitude and thanks for all your continuing support and hard work in helping the Royal Navy with our recruiting effort. …I know the professionalism, dedication and hard work of you all ensures we carry on attracting people to join the Royal Navy today and in the future.

Royal Navy - UK

NPower, UK

I have been incredibly impressed by the team effort in getting what you have done. I have been immensely proud of your efforts in ensuring we get as many people supporting our customers as possible – this has meant the cross-skilling of some, and indeed a change of channel (or both) for others. To see that effort also translate into positive results is a fabulous achievement.

NPower, UK

Sirius XM, USA

Your team is doing a PHENOMENAL job working with us right now. TP clearly stands out as the partner that has given us the greatest sense of urgency, insights into what is happening across GEOs to plan for, and in rapidly spinning up capacity at a pace for GEOs, LOBs and headcount we never would have dreamed of pre-COVID19.  Despite everything on their plates, the responsiveness has been off-the-charts amazing – virtually around the clock

Sirius XM, USA

Photobox, Albania

I just wanted to say a big thank you and well done for all the hard work you have carried out in the last two weeks trying to set up the teams to work from home. It's been really impressive to see how proactive you have all been and it feels really good now to see some stability and know that you and the teams are all safe.

Photobox, Albania

Despegar - Latam

TP's support through these times and its adaptability confirms that we have chosen correctly our strategic partner.

Despegar - Latam

Tricia Thomsen

At Grubhub, our priority is delivering an exceptional customer support experience - something that is now more important than ever as we navigate the COVID-19 landscape. Teleperformance has always been a valuable partner to our business and their responsiveness and agility as ou agents’ needs have evolved have played a pivotal role in ensuring our customers are still getting the exceptional support that we’ve promised always deliver.

Tricia Thomsen

Director, Care (Outsource Partners)

Raúl Gutiérrez – Club Premier

    Thank you for all Teleperformance’s support during this contingency, which has allowed us to continue providing an excellent service to our Club Premier Members base. And especially for the incredible assistance of the call center agents, who are the pillar of this company.

The home-office process initial results seem to be very positive, so we are now prepared for an even greater potential eventuality that could arise.

Raúl Gutiérrez – Club Premier

VP IT & Operations

Ivette Bistrain

Thank you very much to the entire Teleperformance team. I appreciate your professionalism, corporate values, and your management in the face of this COVID crisis.

Thank you for taking care of yourself as an AM-TP team. I send you a hug, my thanks, and please take good care of yourself, too.

Ivette Bistrain

Contact Center Director

Resource Center