Introduction to tpgr intranet en_130616
- 3. Almost 4 decades ofExperience: The Worldwide Leader in Omnichannel Customer Experience Management Founded in 1978 311 contact centers Present in 65 countries Services in morethan 190,000+ employees 75 languages and dialects 4 160+ markets served
- 4. with more than 38% of the world’s population every year by voice, e-mail, chat, click-to-call, social media, video chat, face-to-face andother channels that your customerneeds. 4 WE LOVE TO INTERACT WITH PEOPLE. Through our omnichannel customer experience capabilities, we interact
- 5. WE ARE A PEOPLE COMPANY Why should you care about Teleperformance’s teams ’ satisfaction? It’s a simple business math: HAPPY PEOPLE PERFORM BETTER. So your customers are more likely to have a better experience when interacting with them. HAPPY EMPLOYEES HAPPY CUSTOMERS HAPPY CLIENTS HIGHER ENGAGEMENT, BETTER INTERACTIONS BETTER RESULTS, STRONGER LOYALTY 5
- 6. professional development programs WE ARE A PEOPLE COMPANY We focus on building the right team. From the definition of the right profile to all the steps necessary to hire people who share our values. There are almost And morethan 200 20,000 of our employees are promoted every year, all over theworld. We provide truly inspiring work environments, that are more than just beautiful places. 15
- 7. 1,391employees registered as bone marrow donorsacross our Teleperformance sites in the U.S. last year during aninternal campaign. 30new homes were built with our employees´ help at the Teleperformance Gawad Kalinga Village in Tanay,Rizal. And they feel part of something way bigger than just a job. WE TRY TO MAKE A POSITIVE DIFFERENCE IN PEOPLE’S LIVES AND MAKE THE WORLD A BETTER PLACE. 7
- 8. We are considered one of the best in several regions. We have been one of the best companies to work for in several regions for consecutive years. Honestly, WEAREPROUDTOBEONEOF THEBESTPLACESTOWORK. 8
- 9. We hold the highest IDC MarketScape Gridratings with regards to our strategy anddeliveries. We are one of the leaders in Gartner’s magic quadrant for five consecutive years, which is more than any other player in the market. We are the onlycompany in our market toreach the milestone of more than 38 Frost &Sullivan awards in various categories by2015. We are at the top of Everest Group's PEAK MATRIX. Teleperformance is the global leader, recognized by clients and market analysts not only regarding expertise in customer experience, but also in innovation, technology and security. Coca-Cola FEMSA Gold Award for Quality and Sustainability Teleperformance Brazil has been recognizedwith a Premium SuppliersCoca- Cola FEMSA Gold Award for its dedication toquality of service & sustainable operations. Vendor of the Year by UnitedHealthcare M&R Service Group Awardrecognizes overallperformance, ability to scale, flexibility and innovation. AT&T Supplier DiversityCrystal Award AT&T has named Teleperformance U.S.A. as a winner of the 2014 Supplier DiversityCrystal Award, marking it the third year in a row that Teleperformance has received the coveted award. Barclays’ Customer Experience Initiative of the Year for 2014- 15 A specific supplier-led initiative delivered in2014 that has significantly improved the experience for Barclays’ customers or clients - Teleperformance Portugal. 9
- 11. Chania Athens Gjirokaster Founded in 1989 4 contact centers 4,350+ agent workstations 4,300+ employees handling over 30 mil. Interactions annually in 34 languages &dialects 130+ markets servicing 11 In brief…
- 14. with 2,800+ passionate multilingual employees and supporting 130+ markets from 78 nationalities managing programsin 34 languages & dialects …..our Athens Multilingual Euro Hubs provide a seamless and enriched customer experience since 2004….. 14
- 15. 2015 ANNUALIZED ATTRITION PER SHORING Domestic Site Average Multilingual < 1.05% average monthly attrition rate 8.00% 12.51% 14.51% 2015 E-SAT RESULTS & ENGAGEMENT SCORES Net Promoting Score ™ EngagementScore +28% 69%
- 16. GREAT WORK ENVIROMENT The best workplace for ourpeople
- 17. GREAT WORK ENVIROMENT The best workplace for ourpeople
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- 22. Carnival Party
- 28. Planting Day Clean the Beach Day