Teleperformance Company Presentation

2y ago
199 Views
59 Downloads
1.40 MB
13 Pages
Last View : 13d ago
Last Download : 13d ago
Upload by : Bennett Almond
Transcription

TeleperformanceCompanyPresentationAugust 2020

Company structure with a focus on the client,innovation, and efficiencyGlobal Digital Integrated Business Servicesprovider, focused on customer experienceservices and back-office servicesA global leader in interpretation and translationservices, localization, and interpreter training in240 languagesThe Teleperformance Group isthe world leader in CustomerExperience.A leading accounts receivable managementprovider, offering a complete range ofcollection servicesOperates visa application centerson behalf of government authoritiesTeleperformance is a global, multicultural leader in Customer Experience Outsourcing and DigitalIntegrated Business Services with a presence in 80 countries.2

Over 40 years in theforefront of customerexperience andbusiness servicesoutsourcing1978Founded inFrance, with 12employees intelemarketing1986First listed onthe Paris stockmarket1978330K 1993Startedoperationsin the US1996Startedoperations,including thePhilippines1998-2002Started operationsin Latin America:acquisitions inArgentina andBrazil(1998) and Mexico(2002)2008Acquisition ofThe AnswerGroup (US)2007Acquisition ofAlliance One19902000employees2012Full controlofTLSContact(UK)2014Acquisition ofAegis USA2010Acquisition ofBeCogent (UK)and Teledatos(Colombia)20102016Acquisition ofLanguageLineSolutions2018Acquisition ofIntelenet and launchof Digital IntegratedBusiness Services2020Transition ofover 220k activeemployees towork-at-homein response toCOVID-192020Customer ExperienceDigital Customer ExperienceDigital Integrated Business Services3

eBusiness-led and market-driven digitaltransformation improves business cemanagement,channel and queuesoptimizationCurrentPerformanceApply Lean Six Sigmafor edashboards,advanced analyticsmodelsProcessExcellenceAutomation andother digitalplatformsAnalyticsTechnology(ex automation)4

TeleperformanceTP has the largest geographic footprint in the industry.We can serve you anytime, anywhere.We are a team ofWithpeople200K We provideservices inWe arepresent inlanguages anddialectscountrieswork-at-home agentsWe haveWe servefacilitiesmarkets5

In Brazil we have morethan 21 years ofexperienceTP Brazil hasbeen building a clientportfolio in severaleconomic business such asfinancial, insurance,technological, start ups,among others.Countries where TP is basedCountries servedcolaboradoresFoundation1998Clients 50Campus inSP e RNPeople15 23K6

A diversified portfolio adresses the operation and transformationneeds of any company, of any size, in any industry.56% of ForbesWorld’s MostValuable Brandsare TP ificServicesFinance &AccountingHR ediaLogistics servicesIntelligent DigitalAutomation andTransformation7

Key Transformation ThemesCustomer SatisfactionNet Promoter ScoreAccuracyRegulatory BodyQuality ofServiceRegulatoryfactorsImprove Process OutcomesComplianceAdherenceBusiness Continuity PlanningEfficiencyQualityVolume DeflectionRight ShoringChannel StrategyWorkforce OptimisationRegulatoryCostAssessmentCostBase CapabilityAutomation– Location– Language Skills– Infra Readiness8

During the global crisis, TP teams aroundthe world adapted quickly, rapidly movingover 220,000 active employees to awork-at-home model. 220KThe work-at-home solutionprotected employees andpreserved clientoperations.Work-at-Homeheadcount8,9KTwo month timeframe9

CX TrendsOur vision of the New NormalCX TrendsRemote isthe New NormalBusiness Resilience PlanningThe current crisis has changed businesscontinuity planning - disruptions can lastweeks and even months. True businessresilience will leverage global footprintsand digital technologies to help manageany future, extended servicedisturbances.Globally, there will be 20-40%adoption of work-at-homeagents across operations.It’s All About DigitalCustomers will continue to actively usedigital channels, mainly asynchronoustext channels and social mediasupport, increasing the need forcustomer-facing automation.The New SourcingEmbracing Self-service ChannelsThere will be a more aggressive push toself-service (IVR, web portals, bots) andautomation (RPA) to eliminateredundant transactions.Shoring strategies will be redefinedby leveraging a global footprint,rebalancing the onshore, nearshore,offshore mix, and the inclusion ofwork-at-home to further diversifydelivery models.10

One thing is clearFor CompaniesAnd EmployeesWork-at-Home is here to stay11

Teleperformance Cloud Campusis the model for deliveringcustomer experience by remoteand socially involved teams.It was designed from scratch to offer a sociallyrich working environment for remote interactionexperts.And to provide a comprehensive, remote talentmanagement capabilities including: Talent AcquisitionLearningWorkingFeedbackCoachingAnd yes - Personal Development!Physical distance doesnot mean socially distant12

Follow eleperformance@Teleperformance mteleperformance.com

services, localization, and interpreter training in 240 languages . telemarketing 1986 First listed on the Paris stock market 1993 Started operations in the US 1998-2002 . Philippines 2018 Acquisition of Intelenet and launch of D

Related Documents:

Group means Teleperformance SE and any subsidiary that is wholly or partially owned, whether directly or indirectly, by Teleperformance SE. "ICO" means Information ommissioners Office, which is the UK DPA. Personal Data means any information relating to a Data Subject, as defined herein above.

How Teleperformance Can Help Deliver an Integrated Multichannel Customer Experience Strategy Great strategies require intelligence. The Teleperformance Customer Experience (CX LAB) is a research center that devises different types of research to analyze both customer behavior and preferences across channels. To better understand the

Fecha de entrada en vigor: 19/02/2020 Versión: 2.7 . Política de Privacidad de Datos del Grupo Teleperformance - Versión pública 3 Criterios de TP Parte 1: Introducción 1 Definiciones "País adecuado" se refiere a cualquier país o territorio, o a uno o más sectores determinados

Teleperformance D.I.B.S. Job Description - 2 - For Internal Use Only Core competencies required for the position: (Behavioral) Planning: Demonstrates clear planning skills. Translates requirement objectives into functional activities. Sets goals and processes and organises resources to ensure that the desired results are met.

1C Select appropriate presentation aids, materials and techniques 23 1D. Brief others involved in the presentation on their roles and responsibilities within the presentation 33 1E Select techniques to evaluate the effectiveness of the presentation 40 Summary47 Learning checkpoint 1: Prepare a presentation 48. Topic 2: Deliver a presentation 55

Adding a Digital Signature After completing this module, students will be able to: Share your presentation with a remote audience. Embed fonts in a presentation. Inspect the presentation. Package your presentation for a CD. Use PowerPoint Viewer. Save your presentation for web viewing. Encrypt your presentation.

Creating a new presentation AutoPilot Empty presentation creates a presentation from scratch. From template uses a template design already created as the base of a new presentation. Open existing presentation continues work on a previusly created presentation. OpenOffice.org After launching OpenOffice.org an AutoPilot Presentation window appears.

ner, Gladys Thomas, Charles McKinney, Mary Pelfrey, Christine Qualls, Dora Turner, David Petry, Cleone Gor don, Dorothy Scruggs, Phyllis Rice, Jacquelyn White, Rowena Napier, William Smith, Annie Smith, Ruth Ann Workman, Barbara Johnson and Letha Esque. The awards were presented by MU President Robert B. Hayes on March 4. Faculty meet Tuesday A general faculty meeting has been scheduled for .