Teleperformance Philippines shares data analytics insights in 2022 AI Summit

Teleperformance Philippines shows its steadfast commitment in improving its digital capacity through its participation in the 2022 National Analytics & AI Summit held last July 26 to 29, 2022 organized by the Analytics Association of the Philippines.

Teleperformance Vice President for Automation, Ravi Bhatia, served as a Panelist on the second day of the Analytics Summit discussing the Artificial Intelligence (AI) applications in the Philippines. He highlighted how AI improves performance, quality, and speed of services across industries while being able to render 24/7 services.

Additionally, he reiterated the increased cybersecurity brought by AI, while enhancing the customer service or CX and simultaneously saving costs for offering customer service. Analytical insights also extract data and generate reports quicker while minimizing errors. 

Bhatia shared a case study on the “End of End Scam Check Process Automation” with a client belonging to the real estate market. Scammers stealing data from client websites to publish on a separate listing is verified through an automation solution. The implementation of this solution generated outstanding savings on expenses, as well as reduction in manual work and scammer listings.

Bhatia concludes his presentation with successful deployments of AI applications across industries, such as Banking that resulted in higher collections, Insurance that drove sales conversion; and Retail that facilitated issuing refunds.

“It was multiple industries – from the government to the private sector – that employed AI and delivered solid results,” Bhatia concludes.

The panel discussion was attended by officials from Department of Information and Communications (DICT), Department of Education (DepEd), Commission on Higher Education (CHED) and other government agencies, as well as members of the private sector ranging from business process outsourcing (BPO), telecommunications, insurance, banking and finance, and retail industry.

Teleperformance Philippines as a global leader in integrated business services is currently implementing a customer experience or CX solutions from its homegrown Technology, Analytics, and Process Excellence (T.A.P.™) innovation framework.

T.A.P.™ innovation framework offers digital solutions to clients by leveraging robotics and AI to optimize the value of analytics and ensures a more secure customer service.

For further information on how Teleperformance Philippines improves their business operations through data analytics, visit the Teleperformance website at www.teleperformance.ph. 

Teleperformance Philippines wins multiple recognition at the 19th Quill awards

Manila, Philippines – Teleperformance (TP) Philippines recently won four awards for its pandemic and nation building efforts at the recent 19th Philippine Quill Awards organized by the International Association of Business Communicators (IABC) Philippines.

Among the awards Teleperformance received is recognition for four of its efforts – COVID-19 communication portal, 1Question Job Interview Bot, English Communication Webinar Series, and the Teleperformance Molino Recruitment Center Virtual Groundbreaking Event.

Teleperformance received an Award of Merit for the COVID-19 Employee Communication Microsite, a bespoke communications hub launched in the advent of the COVID-19 pandemic in the Philippines. The program resulted in a high rate of employee compliance to TP’s Health & Safety protocols onsite resulting in zero to minimally remote cases of infections onsite. They were also able to continue operations of all 22 sites despite various degrees of lockdown and Community Quarantine classifications, most of which have been given the Safety Seal certification by local government and health agencies.

Meanwhile, TP also received an Award of Merit for the 1Q TPbot, also known as TP-in-3. It is the world’s first Smart 1Question Job Interview Bot and is a streamlined social and mobile recruitment bot on Facebook Messenger. This bot was created to help continue Teleperformance’s hiring process after the COVID-19 pandemic and the succeeding lockdown halted operations nationwide. In three easy steps – register, verify, interview – applicants were able to complete the interview process in a matter of minutes all found in a convenient gamified and challenging content on Facebook Messenger, resulting in approximately 35,000 comp

As a response to the need for upskilling amid the pandemic, Teleperformance also launched the English Communication Webinar Series, which received an Award of Merit. The series provided free virtual English lessons on the company’s Facebook page for people looking to add and improve their skills through basic English topics such as pronunciation and accent, grammar and vocabulary, thought organization and coherence, and written communication. The series garnered nearly 33,000 attendees on Zoom and Facebook Live, over 727,000 Facebook offline viewers across its 18 seasons from April 2020 to October 2021, and received overwhelmingly positive feedback from attendees.

Lastly, TP also received an Award of Merit for the Teleperformance Molino Recruitment Center Virtual Groundbreaking Event. Amid the pandemic and rising unemployment in the country, Teleperformance opened its 22^nd business site with the theme “Brave New Horizon” marking a new milestone and brave new venture from the company. The special event was graced by key government and industry partners and highlighted how Teleperformance Philippines continues to innovate and blaze trails, therefore contributing to the overall regional growth and economic recovery of the country.

“As a people company, these initiatives were a way for Teleperformance to give back not only to our employees but to Filipinos in need during the pandemic. Moving forward, we will continue to put our employees’ health and safety at the forefront of our operations as we continue to bounce back from the pandemic,” shared Teleperformance Philippines Chief Operations Officer Joey Marquez.

Teleperformance Philippines was recently certified Great Place to Work® for the 5^th consecutive year and is the largest employer in the country to receive the certification. Through their various employee engagement programs including their Diversity, Equity & Inclusion initiatives, TP is able to maintain an inclusive workplace for all that prioritizes overall employee welfare and safety.

They currently employ around 56,000 employees nationwide and is looking to expand to the countryside to bring more career opportunities to more Filipinos. Recently, they also launched their 23^rd business site in Ilocos Norte that follows a completely work-from-home model.

To learn more about Teleperformance, visit the Teleperformance website at www.teleperformance.com.

Teleperformance Philippines receives 5th consecutive Great Place to Work® Certification

Manila, Philippines – Teleperformance (TP) Philippines, a leading global group in digitally integrated business services, is once again Great Place to Work-Certified™ in 2022. This makes TP Philippines the first, the largest, and the only company in the country to be Great Place to Work-Certified™ for five straight years. 

The Great Place to Work® Institute recorded 85% responses from TP Philippines in the Trust Index® Survey, which is part of the rigorous certification process conducted annually by the institute and a definitive global standard of what it means to be a great workplace. The survey evaluates companies based on their employees’ perception of them in terms of credibility, respect, fairness, pride, and camaraderie, among others. Only companies who have achieved at least 65% in the survey are qualified to receive the certification.

Teleperformance Philippines Chief Executive Officer Francisco Lara y Padilla commented, “I congratulate the TP Philippines team for the phenomenal 5-peat Great Place to Work® certification. This milestone achievement is so much sweeter with the company’s impressive growth over the past years. Fueled by our passion, innovative spirit, and culture of excellence, TP Philippines is poised to be even stronger in the future.” 

Joey Marquez, Teleperformance Philippines Chief Operations Officer, shared, “Being recertified by the Great Place to Work® Institute for the fifth year in a row is another milestone for TP and a testament to our vibrant, high-trust and people-centric culture, which we witness every day in the workplace. We are definitely honored to be a place of opportunity and growth for over 55,000 Filipinos. Surely, this will contribute to further our success in reaching our goals for our people, the business, and the community.” 

Teleperformance Philippines has made it its mission to promote the safety and wellbeing of its employees at all times – institutionalizing people's welfare and development programs that benefit both works on-site and work-at-home employees. In 2021, the company launched the Cloud Campus solution, an innovative long-term remote work solution that allows home-based interaction experts to remain connected to their Teleperformance team through the Cloud Campus hubs. Moreover, the first Cloud Campus microsite was launched recently in Ilocos Norte, their first site operating in a remote work model.

The majority of TP Philippines’ 23 business sites nationwide have also received a safety seal from their respective local government units. More recently, the company received the ISO 45001: 2018 certification for excellent occupational health and safety programs. They underwent intensive training and design, as well as implemented health and safety precautions in their business sites, and later passed the audits conducted by Standard Global Services (SGS). 

In addition, Teleperformance is a huge proponent of Diversity, Equity, and Inclusion (DE&I) in the workplace. This is evident in their various year-long initiatives such as TP Women, which is dedicated to celebrating the achievements of women at Teleperformance; TP Pride, which seeks to raise awareness and educate their employees about the experiences of LGBTQ+ individuals; and a partnership with Project Inclusion Network to provide assistance and opportunities for people with disabilities. 

Teleperformance Philippines is the largest employer in the county to be certified this year. Teleperformance is also one of the 25 Best Workplaces in 2022 among nearly 100 companies in the Philippines. 

To learn more about Teleperformance visit their website at www.teleperformance.com.

TP releases new wave of digital solutions for first-rate CX in the new economy

Manila, Philippines – Teleperformance, a global leader in digital integrated business services, has been supporting the surge of the new digital economy through an array of customer experience or CX solutions developed from its Technology, Analytics, and Process Excellence (T.A.P.™) innovation framework.

A new economy is dawning and digital transformation is key for enterprises and brands to harness growth from a resurgent market of on-demand services. With people doing more and more activities online, companies should look into leveraging convenient and reliable digital channels.

As a committed business partner, Teleperformance is offering a comprehensive suite of customer solutions to help companies adapt to this changing economic environment. Included in its armory of digital solutions are customizable tools that allow brands to leverage robotics and AI in optimizing the value of analytics to ensure every customer interaction is done safely and efficiently. The idea is to decrease human effort while delivering responsive and empathetic service that makes life easier for consumers.

Among these solutions are TP Interact, TP Time Tree, TP Digital Assistant, and TP Voice2Messaging. For instance, TP Interact is an automated performance management solution that combines automation, data analytics, and applied intelligence to process all customer verbatim (exact words and sentiments), and agent behaviors, allowing us to capture the full journey of each interaction and implement effective solutions.

TP Time Tree that integrates people management principles with robotic process automaticn (RPA). This expedites assigning, monitoring, and reporting tasks, especially for back office, non-voice operations. As a productivity tracking and case management app, TP Time Tree fills the productivity gaps and opportunities in both work-from-home and brick-and-mortar setups.

For its part, powered by Natural Language Processing (NLP) and Design Thinking, TP Digital Assistant provides a customer-facing chatbot serving as the go-to touchpoint for queries and requests, a digital resource providing real-time knowledge and technical support to agents, and an Internal Support Bot that automates back-office processes and manages performance.

Meanwhile, a package of call conversion solutions called TP Voice2Messaging covers different stages of the customer journey and unifies the experience by integrating all channels – voice, email, chat, SMS – into a single platform to create a highly advanced digital customer experience. This solution can speed up an enterprise’s digital transformation by promoting and offering messaging services in different stages of the customer’s call.

TP has provided explainer videos for TP Interact, TP Time Tree, TP Digital Assistant, and TP Voice2Messaging to illustrate the features and benefits of these tools for the benefit of everyone interested in exploring the innovations introduced by the industry. The videos help people appreciate the value that latest technologies bring to elevate a new type of customer experience.

“When things work well, the high-tech platforms allow customers to enjoy a high-touch experience that demonstrates how brands are taking care of them and their needs. Interactions such as changing travel details, for instance, or getting support for a new gadget or finding out how to return a purchase can become positive experiences. Supporting customers and actively providing solutions through a channel they prefer will strengthen their relationship with the brand,” says Teleperformance Philippines Chief Operations Officer Joey Marquez.

A recent Teleperformance Customer Experience Lab research revealed that there is a dramatic effect on loyalty when customers are satisfied with the channels offered by a brand, with a loyalty intention that is 43% higher than dissatisfied customers. By offering customers the channels they prefer to use, brands increase the opportunity to achieve increased customer satisfaction, loyalty, and advocacy.

For more information on Teleperformance Philippines and their business solutions, you may visit their website at www.teleperformance.ph or their Facebook page at facebook.com/teleperformance.philippines.

Teleperformance Philippines is certified Great Place to Work® for fourth year in a row

Manila, Philippines – Celebrating 25 years of growth and leadership in the country, Teleperformance Philippines recently earned a re-certification as Great Place to Work® for the fourth year in a row. It is the first and only company in the country to have accomplished this feat. The Trust Index® Survey had the highest participation rate ever in Teleperformance Philippines’ 45,000 workforce coming from its 22 business sites located across Luzon, Visayas, and Mindanao.

Teleperformance Founder, Chairman,
and Chief Executive Officer Daniel Julien recently announced the Great Place to Work® certification of subsidiaries in 60 countries, including the Philippines, for 2021. This means that over 90% of Teleperformance employees worldwide now work for a Great Place to Work® company. He also noted that that “to have more than 90% of Teleperformance employees, all around the world, working in a subsidiary certified with the Great Place to Work® label is a testimony to Teleperformance’ Passion for People commitment.”

Teleperformance Philippines Chief Operations Officer Joey Marquez underlined the significance of this achievement: “The Teleperformance journey in the Philippines has always been a strong commitment to Filipinos across the nation, for the last 25 years. This certification is a testament to the hard work and dedication of all our team members who work tirelessly to truly create a Great Place to Work® for All.”

Despite the pandemic, the company continued to push its various initiatives for their employees, which were implemented across their business sites nationwide, the most recent being the roll-out of the TPVac vaccination program, in support of the country’s fight against COVID-19 and aiming to protect Teleperformance employees and the communities where it operates. Their Diversity & Inclusion programs, TP Women and TP Pride, has also continued to uplift and provide support for their women and LGBTQ+ employees, strengthening employee engagement and awareness by promoting a diverse and inclusive culture in the workplace.                   

ABOUT TELEPERFORMANCE

Teleperformance (TEP – ISIN: FR0000051807 – Reuters: TEPRF.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 383,000 employees, based in 83 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 2020, Teleperformance reported consolidated revenue of €5,732 million (US$ 6.5 billion, based on €1 = $1.14) and net profit of €324 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 45,000 people in the country and operates over 30,000 workstations in 22 business sites located across Metro Manila, Antipolo, Cavite, Baguio, Bacolod, Cebu, Cagayan de Oro, and Davao.

From 2012 to 2020, Teleperformance has 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 as Outstanding Employer and Outstanding Community Project of the Year by the Philippine Economic Zone Authority (PEZA), the Top Employer of the Year and Corporate Social Responsibility Circle of Excellence at the Asia CEO Awards, and the Outstanding Volunteer by the National Economic Development Authority.

In 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 2021, Teleperformance celebrates its 25th 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, visit the Teleperformance website at teleperformance.ph