Crafting a winning strategy for CX with 'High-Tech, High-Touch'

With the need for accelerated digital transformation, businesses have increasingly turned to Cloud technology and ‘digital-first’ approach.  In a recent interaction with Emmanuel Christi Das, Editor, Siliconindia, Aditya Arora, Chief Executive Officer-Teleperformance India, shared his insights on how BPM sector is evolving to offer enduring Customer Experience, and the need for inspiring trust in an ‘always online’ customer to make each interaction ‘Simpler, Faster, Safer’ 

What triggered traditional outsourcing companies to transform into digital services one?

While the pandemic amplified the need for accelerated digital transformation, businesses have increasingly turned to Cloud technology and ‘digital-first’ approach. In the last few years, traditional business process outsourcing has transformed into an agile BPM setup with integrated digital business services.

Unlike the pre-Covid era, the ‘always-online’ customer today is relying on new businesses and apps for their needs. This has, in turn, instigated more brands to rely on trustworthy and agile Customer Experience Management services, like ours, to accelerate digital transformation and inspire trust in end-customers.

Teleperformance in India is a leading provider of Digital Integrated Business Services. We offer omnichannel Customer Experience Management, Back-Office Services and Transformation Solutions to leading global brands across all industries including Healthcare, BFS, Travel & Logistics, Telecom, Retail & Ecommerce, Manufacturing, Utilities, and others.

How has the Customer Experience management transformed?

As we all know, the traditional voice-based customer support has transformed into multichannel, multilingual integrated CX. Optimized, omnichannel customer experience management across channels like phone, email, chat, social media, etc. that is made simpler, faster, safer and more cost-effective by embracing Robotics, Automation, AI and Advanced Analytics.

Traditional or startups, all brands are turning to outsourcing partners who they can trust for seamless customer service to create intelligent, dynamic, digitally-powered customer connection, and integrated front and back-office services for managing the complete customer lifecycle.

Can you throw some light on Teleperformance’s Trust and Safety Services for an increasingly digital world?

Trust and Safety Services - encompassing content moderation, improved online reputation and authenticity – have become necessary for brands in today’s increasingly digital world to protect and brand and its consumers. The need of the hour is to effectively monitor online content, mitigate risks, and guarantee user authenticity. This happens with advanced algorithms and machine learning along with human understanding and values to protect brands and their users leading to increased efficiency and improved reputation. There are tailor-made services to improve processes, ensure accuracy, and elevate your online presence.

With the growing demand for digital integrated business services, we are proud to cater to leading global brands, and also the new bandwagon of companies like online delivery services, over–the–top media services (OTT), digital wallets, and video-sharing apps. The advent of these applications has propelled volumes for so called ‘customer-service’ and effective online presence for brands.  

What makes Teleperformance stand out as an outsourcing partner?

Teleperformance is being recognized as one of the 25 Best Workplaces by Fortune World’s Best Workplaces 2021. Only 25 companies honoured globally by Fortune and Great Place To Work®, and we are proud to be one of them for delivering exceptional Customer Experience by combining advanced, digital technologies with the best people. With more than four decades of deep, industry-specific expertise and service innovation, Teleperformance group offers the market’s most comprehensive service portfolio.

Teleperformance India is eight times Great Place to Work® certified, as well as recognized as one of the Top 75 India’s Best Workplaces in IT & IT-BPM, Top 50 Best Workplaces for Women, and India’s Best Workplaces Mega Employer by GPTW® in 2021.

With an upward of 75,000 employees and a perfect blend of HTAP (Human, Technology, Analytics and Process Excellence), Teleperformance India (TP India) is not only the largest multicultural team of interaction experts within the group, but also a Centre of Excellence for Omnichannel Customer Experience, Intelligent Automation and Back-Office Services.

We are committed to enabling businesses adapt to today’s disruptive digital innovations, enhance customer experience and build long-term growth by leveraging latest technology with a blend of human touch.

As a company, what has helped you to come out as a winner in last couple of years of challenging times and uncertainty?

Firstly, as pioneers in adopting the Cloud technology, we acted fast and enabled ‘Anytime Anywhere’ working, and continue to delight customers with zero-disruption services. Teleperformance Cloud Campus Hubs enable remote teams to deliver outstanding Customer Experience and Back-Office services.

Secondly, as a people-first organization, we are committed to building a Diverse and Inclusive workforce. Tapping into Cloud technology has enabled us to achieve this, and overcome roadblocks to cultivate a rich, diverse and inclusive workforce. We hired from 55 new cities and take pride in offering equal opportunities to all.

Last, but not the least, is our ‘High-Tech, High-Touch’ approach. Whilst the focus remains on innovating and embracing technology, we remain committed to offer exceptional Customer Experience by combining advanced technology with human empathy.  

What is your strategy for 2022 as Teleperformance completes 20 years in India?

Geared up to manage ever-evolving customer expectations, the company has prioritized planning ahead with a hybrid working model that can offer exceptional Customer Experience, Back-Office and Transformation Services.

We will continue to expand our Cloud portfolio. The revolutionary Teleperformance Cloud Campus is an award-winning, effective virtual global workforce platform that delivers borderless services. Teleperformance in India is expanding its portfolio of international and domestic clients through Cloud Campus Hubs located in Mohali, Gurgaon, Mumbai, Thane, Chennai, Kolkata, and Jaipur.

As we usher into 2022, and complete 20 years of offering exceptional Customer Experience, the focus remains on creating a perfect blend of People, Process and Technology. This concoction has helped us deliver real business impact and create a higher level of productivity that keeps businesses agile and profitable.

The key goal will be to maintain an edge in the market with a ‘digital-first’ approach to keep up with clients’ expectations, without compromising on human touch and empathy. We are also committed to making client investments have under six months pay back at all times.