By Alithea De Jesus
As many companies embark on a work-from-home system to ensure the safety and health concerns of their employees are on their top priority, Connectivity and a conducive working environment certainly pave the way for productivity.
For Teleperformance, rolling out its newest Teleperformance Cloud Campus hubs through a global virtual event proves that they will continue to adapt to operate even in the challenging “new normal”.
Daniel Julien, Teleperformance Founder and Chief Executive Officer led the activity and introduced to the audience the Cloud Campus facilities now operating at TP Aura and TP Fairview.
The Cloud Campus solution is a revolutionary and innovative new global operating model of Teleperformance. It is specifically designed to enable a socially enriched work-at-home environment, allowing companies to easily expand their business and deliver superior customer experiences through Teleperformance’s unique, cloud-centric solution.
The Cloud Campus hubs at Teleperformance Aura and Fairview sites serve as the operational command center of virtual teams. Home-based interaction experts can now work from anywhere while remaining connected to their Teleperformance team through the Cloud Campus hubs, which come with innovative features to help employees stay engaged and connected, while maintaining operational efficiency. The highly functional design blends proprietary Teleperformance technology, analytics, and process excellence (T.A.P.) with best-of-breed technologies to form a uniquely efficient global solution.
The operating capabilities of Teleperformance Cloud Campus includes virtual talent acquisition, training, development, coaching, team building, learning, client interaction, quality control, and data security management, as well as emotional well-being and rich social interaction for employees. Gamification is utilized for employee fun, socialization, and education as part of the new Teleperformance ‘campus life’.
The Cloud Campus hubs include Training Rooms that are technology optimized to recreate the experience of onsite training like video conference systems, digital whiteboards and wallboards with performance dashboards. Virtual technology allows managers to see their team’s schedule and connect with them for huddles or one on one sessions, and space for support teams – such as Training, Supervisors and other Managers, IT Helpdesk Support, Quality, and Workforce Management – that will allow more efficient knowledge transfer and increased focus on the special needs of the remote employees.
To further support work-at-home employees, Teleperformance also employs the TP Digital Floorwalker, a digital assistant that uses machine learning to handle questions from agents that can result in improved first call resolutions and reduced average handle times for calls. The Cloud Campus hubs also utilize dashboards to monitor the internet speed of employees, allowing for faster intervention of connectivity issues.
For Teleperformance, protecting sensitive information is key, which is why their Cloud Campus solution ensures that data remains secure within remote environments. Their Bring-Your-Own-Device (BYOD) Architecture is PCI-certified, and other security measures include multi-factor authentication, device lockdown and the usage of virtual sessions to ensure that no data is stored locally. The Teleperformance Cloud Campus hubs also employs TP Observer, a consolidated solution that provides real-time monitoring and system alerts for risk elements and suspicious patternsto detect a data breach and fraud attempts.
“In 2020 our R&D teams, helped by our Operations, had built an end-to-end digital platform to manage efficiently and safely work from remote all over the world. Today, thanks to Teleperformance Cloud Campus, we serve our clients from any place in the world with a remote workforce – whatever can be the external or internal constraints – through this wonderful, bulletproof digital platform. This platform is going to help you better manage your customer interaction and your customer experience,” said Daniel Julien.
“The Teleperformance Cloud Campus model was designed to help businesses who are looking at remote work as part of their growth plans in the new digital economy. It thoughtfully addresses the main concerns of companies for processes that are to be handled from a home environment, such as security, performance and control, and engagement of remote teams. Teleperformance Cloud Campus also allows companies to ensure the health and safety of their employees, which remains a priority now and most certainly in the future, without compromising business continuity,” noted Mike Lytle, Chief Executive Officer of Teleperformance USA, Canada, and Philippines.
Teleperformance Cloud Campus is available to support all industries, geographies, and applications. This delivery model is currently deployed globally in a diverse set of industry sectors including e-commerce, utilities, telecom, and healthcare – several of which were implemented before the COVID-19 outbreak. Teleperformance now has more than 200,000 employees, or 80% of its active employees, working from home worldwide. An increasing number of clients and Teleperformance work-at-home employees will continue transitioning to the Cloud Campus delivery model this year.
