Our High-touch strategy aims to boost employee happiness and help us stand out as a forward-looking company.
Teleperformance is fully committed to providing a unique work environment, and earns recognition from independent entities on a regular basis. For example, in 2018 ten Group subsidiaries were honored with awards from the Great Place to Work® Institute, representing 70% of our workforce.
Our people feel they are a part of somethingway bigger than just a job.
Our business’ success depends on this chain of satisfaction, which means that we are never satisfied. Instead, we choose to be “constructively discontent.” We’re always looking for ways to better serve our employees and clients’ customers through strong management, integrated omnichannel solutions, great data, and innovative technologies.
We know that happy employees are motivated employees. This results in quality service and in the end satisfied customers. Our business depends on recruiting the right people and employing people who have an obvious passion for serving others. Our employees genuinely care about our clients’ customers.
For this reason, we are always investing in tools to understand people. The topics of purpose, engagement, and culture weigh on the minds of our employees around the world. The processes we deploy for our business, systems used in our daily work, and people trained at Teleperformance are meant to achieve maximum satisfaction for everyone involved.
We prioritize all processes related to people recruitment and training. Teleperformance’s training and development programs immerse our employees in each client’s world.
Our employees become experts in our clients’ brands, businesses, customers, cultures, and news. They know specific terminologies, commonly used vocabulary, and are familiar with the clients’ customers’ needs.
To provide such training, we count on the Teleperformance Academy, a customized college program tailored to transmit knowledge while sharing our worldwide best practices and innovative projects in customer relationship and experience management.
Every day, we ensure a transparent and open communication for our teams. We want to hear what our employees have to say. Our communication channels, such as the ‘‘Chat with the CEO’’ program, focus groups, and Interactive Talk bring our leadership closer to the team by creating an ongoing two-way dialogue. This increases motivation and ensures talent retention by aligning individual expectations with strategic business needs.
Clear communication creates a genuine workplace connection that ignites empowerment and passion, inspiring our people and company to do more and be better. Every year, we have several open discussions to encourage discourse among our employees and allow them to share their views on how to achieve Teleperformance’s goals.
The annual employee satisfaction survey (e-Sat) measures Teleperformance employee’s satisfaction and engagement since 2008. By listening to our people, we monitor our employees’ satisfaction and build adequate action plan to improve.
We invest in workspaces that inspire our employees. This concept comes from best practices gathered from our sites around the world. We offer clean and modern work areas, training facilities, and meeting rooms that best accommodate those who use them.
Our break areas are specially designed so that our employees can relax, recharge, and continue to provide the highest quality of interaction to our clients’ customers. Investing in our facilities is investing in our people, which, in turn, is investing in our clients as well.
A dedicated team supports the creation and enhancement of our facilities around the world. Moreover, they are responsible for continuous auditing and analysis of our sites and putting different action plans in place to guarantee global consistency and ensure the well-being of our employees in all Teleperformance facilities. Since 2009, Teleperformance has deployed a Global Premises Standard which provides blueprints and detailed guidance on lighting, acoustics, IT and Security, safety, proximity and hands-on-management, sustainable development and employee wellbeing in all areas of our centers.
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