Teleperformance spearheads innovation in India by combining Technology and Human Touch
In an exclusive engagement with CXOToday, Subba Rao B, Head of Solutions and Transitions at Teleperformance in India, provides insights into the company’s strategic focus areas. He elaborates on Teleperformance’s innovative use of AI, cloud, and intelligent automation to optimise customer experiences and business processes.
- Please elaborate on Teleperformance’s aggressive expansion plans in India, specifically the targeted workforce size and the new locations being targeted?
India is a strategic talent hub for Teleperformance, offering a vast pool of skilled professionals who excel at high-end non-voice work like underwriting, financial planning, and customer problem-solving. At Teleperformance, we aim to hire aggressively taking our total workforce in India to 150,000 from the current 90,000 employees in coming years.
To support this growth, we are looking at opening new centres in locations such as Noida, Lucknow, and Hyderabad, in addition to our vast existing operations in cities like Gurugram, Mumbai, Chennai, Mohali, Jaipur and Indore. India’s vast talent pool, comprising skilled professionals aligns perfectly with our commitment to providing exceptional customer experience and digital business services to clients, especially in key verticals like BFSI, Travel & Hospitality, Technology, Ecommerce and Healthcare. We are confident that our expansion in India will fuel our growth trajectory and enable us to deliver even better solutions to our 210+ clients.
- How is Teleperformance leveraging India’s tech talent advantage to position itself as a global tech powerhouse, and what cutting-edge technologies are they pioneering in areas like AI, RPA, Cloud, and Metaverse?
In the global BPM landscape, Teleperformance recognises the strategic value of India’s tech talent. The country’s talented workforce enhances our ability to offer competitive transformational services and potentially reduces operational costs. India is Center of Excellence (CoE) for Teleperformance for digital CX, Back-Office and Transformation Solutions. With the launch of TP Infinity, Teleperformance offers world-class consulting services and business solutions to the world’s leading brands. What is interesting is that India makes up 1/5th of the global workforce of Teleperformance and more than 50% of the TP digital team is concentrated in India. If you are expecting cutting-edge technology, India is the engine for Teleperformance.
We leverage Indian tech expertise to innovate and refine technologies tailored to the ever-evolving BPM industry. Our focus on transformative digital business services is pivotal in driving technological advancements that benefit all stakeholders—customers, employees, and clients alike.
With our continued investments in Robotic Process Automation (RPA), Intelligent Automation, Artificial Intelligence (AI), GenAI, Advanced Analytics, and now Cloud and Metaverse, we are setting benchmarks for industry best practices. India’s proficiency in these areas enables us to enhance CX delivery through automation and data-driven actionable insights. By strategically harnessing India’s technological strengths, Teleperformance in India, is well-positioned to establish itself as a global leader in the BPM sector.
- Given Teleperformance’s aggressive expansion plans and focus on cutting-edge technologies, what are the company’s strategies for attracting and retaining top tech talent in India amidst fierce competition?
Teleperformance’s strategy for attracting and retaining top tech talent in India focuses on creating a dynamic, inclusive, and growth-oriented work culture and environment. Our aggressive expansion plans provide ample opportunities for career advancement, making Teleperformance an exciting place for ambitious tech professionals. By leveraging AI, RPA, and Cloud technologies, we offer our talent the chance to work on innovative projects that push the boundaries of the BPM industry.
Investing in continuous learning and development is an important cornerstone of our strategy. We empower people to grow and stay ahead of industry trends through robust L&D programs.
As a people-first company, we are committed to cultivating a rich, diverse, and inclusive workforce. As an Equal Opportunity Employer, we make sure that our colleagues can bring their authentic selves to work and succeed in their endeavors.
We, at Teleperformance, prioritise the well-being and growth of our employees. Using predictive analytics and AI-driven processes, we streamline employee experience. This ensures that our employees have a seamless experience throughout their journey with Teleperformance. Additionally, we focus on comprehensive employee engagement and employee well-being initiatives, including systematic training and engagement programs, to support our employees’ personal and professional development. By integrating these strategies, Teleperformance creates an environment where top tech talent can thrive, innovate, and contribute significantly to our growth and success.
- Can you explain how Teleperformance’s Cloud Campus enables seamless remote work and training, and how it helps the company provide undisrupted global services by tapping into India’s talent pool?
Teleperformance Cloud Campus is an award-winning global virtual workforce platform that enables remote teams to deliver consistent performance. TPCC or the Teleperformance Cloud Campus facilitates seamless remote working opportunities for employees across the globe, taking care of the complete employee journey right from virtual onboarding to training, seamless service delivery, upskilling, and employee engagement.
The Cloud Campus empowers remote employees with efficient tools to deliver seamless, consistent, and uninterrupted customer solutions. Similarly, TP Interact also provides interaction analytics, while TP Digital Floorwalker is a chatbot that helps our agents with real-time resolution for their queries. StoryfAI offers multi-lingual translation capabilities. These AI-powered services, facilitated by our comprehensive cloud infrastructure solutions, allow our remote workforce, including those in India’s vast talent pool, to access resources, collaborate seamlessly, and deliver enhanced customer experiences from anywhere. These initiatives allow Teleperformance to provide undisrupted global services to clients by tapping into diverse talent pools across regions. We can seamlessly scale operations, respond to fluctuating demand, and ensure business continuity, transcending geographic boundaries or operational constraints.
- Teleperformance seems to be a leader in digital transformation. Could you provide some examples of their AI-powered solutions for business optimization, customer experience, and intelligent automation?
Teleperformance, global leader in outsourced digital business services, is revolutionising customer experiences with the power of technology carefully combined with a human touch.
Our High-Tech, High-Touch approach combines the most advanced digital and technology solutions with human empathy to empower the world’s leading brands to adapt to disruptive digital innovations.
We go beyond basic chatbots, leveraging AI to optimise business and empower customer interactions. Imagine intelligent automation that tackles repetitive tasks while human agents focus on complex issues. That’s the magic of our AI-powered RPA. Additionally, we use AI to analyse mountains of customer data, predicting needs and optimising processes for cost reduction. On the customer experience front, our AI chatbots provide 24/7 support, handling basic inquiries while freeing agents for intricate matters. We don’t stop there – AI sentiment analysis helps us identify frustrated customers, allowing for proactive intervention and a more positive experience. For instance, StoryfAI is our AI marvel that translates support requests across over 100 languages, ensuring seamless multilingual customer service and faster resolution times.
- Sustainability appears to be a focus for Teleperformance through their ‘Citizen of the Planet’ initiative. Could you share more details on their goal of achieving net-zero emissions by 2024 and how it aligns with India’s 2070 target?
At Teleperformance, we are deeply committed to environmental responsibility through our global ‘Citizen of the Planet’ initiative. Since 2008, our Citizen of the Planet (COTP) initiative has ensured that we operate in an environmentally friendly and responsible manner.
40% of our global staff works from home, which not only helps us to keep the employees happy with a better work-life balance but also minimises workforce-driven carbon emissions.
Our programs and policies reflect our steadfast dedication to sustainability across all our operations worldwide. We continually strive to minimise our carbon footprint, promote renewable energy solutions, and implement sustainable strategies throughout our operations in India and globally. As a socially responsible organisation, Teleperformance aligns itself with India’s national sustainability goals and supports the country’s ambitious target of achieving net-zero emissions by 2070.
