Case Study
Strategic Thinking

Global Social Media Company Streamlines Operations While Also Improving KPIs

Originally hesitant to consider a work-at-home model, this client determined that their concerns were unfounded. In reality, they experienced agent performance and attendance improvements, while keeping customer data safe and secure.

So, initially, this US-based social media giant was understandably hesitant to consider moving their entire workforce to a work-at-home model. But, as COVID-19 persisted, their options became increasingly limited. They had to choose between a remote, cloud-based support model, or none at all, when eventually confronted by strict, country-wide travel bans and lockdowns.

They also weren’t sure if the transition to work-at-home would negatively impact agent quality, retention, and performance metrics. So, Teleperformance delivered a comprehensive set of practiced and proven processes for managing and optimizing remote teams – accelerated by the flexibility and agility of a cloud-based model.

  • TP Cloud Shoring Solution
    Teleperformance proactively proposed to move key operational positions and front-line people to a work-at-home model, anticipating the impact that COVID-19 would have on the customer service industry.
  • Multi-Location Operations
    Services were implemented across multiple locations in Europe and Asia Pacific.
  • Data Security and Privacy
    Our solution ensures that the client’s data remain secure within remote environments through protocols such as Secure Bring Your Own Device (BYOD) Software, Multi-Factor Authentication, Device Lockdown, and No Data Stored Locally.
  • Ultra-fast and Efficient Response
    More than 1,200 employees rapidly moved to work-at-home in less than 2 weeks in response to the global, COVID-19 crisis.
  • A More Talented Workforce
    Work-at-home solutions attract and retain more talented agents by offering greater work-life balance. Employees can live wherever they want, eliminate costly commutes, and spend more time with loved ones.
  • Enhanced Performance and Quality
    Our performance management process, a daily step-by-step method based on the best practices of programs worldwide, allowed us to quickly adjust and improve operational performance.

Originally hesitant to consider a work-at-home model, this client determined that their concerns were unfounded. In reality, they experienced agent performance and attendance improvements, while keeping customer data safe and secure.

This robust and effective model:

Daily attendance
Data Security – zero issues encountered
Increase in precision, despite COVID-19

The Teleperformance Cloud Campus was specifically designed to provide a remote, socially enriched working environment. Join us in the CX of the future.

Learn more

The Teleperformance Cloud Campus was specifically designed to provide a remote, socially enriched working environment. Join us in the CX of the future.

Learn more
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