“As the pandemic forces more people into a digital-only way of life, businesses must meet customers where they are today,” Teleperformance Customer Experience Lab (CX Lab) points out in a recently published white paper entitled Redefining the Customer Experience for a Post-COVID-19 World.
This is being proven everyday as both domestic and global companies have quickly began seeing the impact of the market changes on their bottom lines and just as quickly began recognizing that having a good digital transformation plan is essential for their sustainability. Clearly, organizations need an innovation engine to move them through a business transformation roadmap that are unique to their goals and objectives.
“Companies are operating in a dynamic environment where they have to be agile and responsive to client requirements, so they need solutions driven by Technology, Analytics, and Process Excellence teams to deliver change and results that would delight their customers,” said Mike Lytle, Teleperformance Philippines Chief Operations Officer, as he expounded on the company’s digital transformation framework and innovation methodology during their recent annual Leadership Summit.
The Technology, Analytics, and Process Excellence or TAP is Teleperformance’s business transformation framework – a methodology established to quickly identify transformation opportunities to adapt to the new environment. TAP does this through a systematic process of remote assessment agility with constant tracking, organization, and communication between the different stakeholders -- from the initial collection of project data and KPIs, to complete and collaborative presentations.
“Customer expectations are changing rapidly as companies adapt to the new normal. Businesses need an agile business partner that can help orchestrate contacts across traditional and digital channels,” Lytle noted. “With TAP, we aim to design digital-first, low effort experiences that prioritize the convenience of the customer, at the same time making it easy for our clients’ customers to reach a live agent for complex interactions.”
Putting customers in the center of the solution is key, added Lytle. “We first map and analyze all contact reasons and touchpoints. We look beyond the interaction and understand the customer’s journey. Together with our clients and leveraging our team of experts, we jointly determine what transactions and touchpoints are best orchestrated, enriched, simplified or automated.”
Moving clients from traditional delivery to smart operations, Teleperformance Philippines offerings for business-led and market-driven Digital Transformation solutions potentially improves business outcomes, with as much as 65.3% in savings.
TAP initiatives, for instance, have resulted in 13.4% voice traffic deflected to digital and self-service options through Digital Experience Optimization for a pay TV client. A TAP project also resulted in processing time reduction from 90 Hours to just 15 minutes through Robotics Process Automation for a US commercial airline company. Another case is a project that brought about a 17% improvement on Resolution Rate through Process Improvement for a Fintech start up in the Philippines.
According to Lytle, “the Philippines as a delivery location has grown significantly in terms of its ability to provide value to clients. Beyond talent availability, ready capacity and labor arbitrage. Teleperformance’s investments on talent, tools and technology enabled our operations teams to deliver Technology, Analytics and Process Excellence solutions that generate tangible outcomes for our clients business.”
To learn more about Teleperformance Philippines, you may visit their website at www.teleperformance.ph/en-us or their Facebook page at facebook.com/teleperformance.philippines.
About Teleperformance
Teleperformance (TEP – ISIN: FR0000051807 – Reuters: ROCH.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 330,000 employees, based in 80 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 2019, Teleperformance reported consolidated revenue of €5,355 million (US$ 6 billion, based on €1 = $1.12) and net profit of €400 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 47,500 people in the country and operates over 30,000 workstations in 22 business sites located across Metro Manila, Antipolo, Baguio, Bacolod, Cavite, Cebu, Cagayan de Oro and Davao.
From 2012 to 2019, Teleperformance 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 in 2017 as Outstanding Employer and Outstanding Community Project of the Year by the Philippine Economic Zone Authority (PEZA), the Top Employer of the Year at the Asia CEO Awards, and the Outstanding Volunteer by the National Economic Development Authority (NEDA).
This 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 year, Teleperformance celebrates its 24th 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, please visit the Teleperformance website at teleperformance.ph.