By Parul Manchanda

NEW DELHI: France-based Teleperformance that provides customer and technical support, said that the Covid-19 pandemic acted as a catalyst for a reset worldwide, and has adopted a hybrid working model. In an interaction with The PageOneAsia, MV Prasanth, COO, Teleperformance India said that the company expects cloud technology to play a significant role in the post-pandemic world. Edited excerpts.

How did the company manage its business during the Covid-19 pandemic?

COVID-19 acted as a catalyst for a worldwide reset, and for Teleperformance it was an acceleration of what we already excel in. Rooted capabilities in remote working allowed the organization to accommodate the changing workforce dynamic and seamlessly transition over 30,000 agents to a work-at-home-agent (WAHA) model during the first wave. Some of our customer service specialists are opting for a full transition to our remote working model, as it delivers volumes consistently and grants the utmost flexibility.

We used our learnings from the past two years of preparing to shift to disperse operations, to create an agile response to the pandemic and ensure zero disruption to our clients’ businesses. With a duty to meet our global customer base virtually, our teams have adapted well to using a hybrid model and are encouraged to consider ‘Anytime Anywhere’ work, where good work sees no geographic boundaries.

How Teleperformance is helping companies to digitally transform their business?

During a time of great digital disruption, we are making the process of adapting much easier for our clients. Looking beyond the now, Teleperformance unlocks the full, future potential of businesses using our proprietary transformation framework ‘T.A.P’ – Technology, Analytics, and Process Excellence.

As new technologies and economic environments emerge, T.A.P combines all the ingredients and tailored design thinking to enhance the customer’s omnichannel journey across industries. Our robust TP Cloud Campus Hubs are also a core pillar to enabling consistent digital transformation, as they centralize all activity for remote teams and guarantee results for clients going through a transition.

Tell us about some of the new technologies the company is focusing on for a post COVID world?

Our breadth of technology solutions will remain equally - if not more - integral to post-pandemic operations. As a Centre of Excellence for Back-Office services, we will be focusing on making the digital customer experience more seamless from the bottom up. Finance and Accounting, Human Resource Outsourcing WFM & RTM services, QA outsourcing are some of the specialized services we are powering up with Robotics and Advanced Analytics to deliver a futureproof experience that will increase customer loyalty.

What is the company's strategy for India for the years 2021-2022?

In 2022, the TPCC and hybrid model of working will continue to be a key focus area for us. Teleperformance strives to maintain its leadership of the work-from-anywhere movement, with a growing number of clients coming to us to help them transition to a more permanent remote set-up.

As a people-focused company, we will place even more importance on digital hiring, onboarding, and upskilling so our increasingly diverse team can remain well connected in the uncertain economic future. We also want to elevate more discussions about women’s leadership in the workplace in particular, by empowering gender diversity at Teleperformance through our ‘TP Women’ initiative.

India is undergoing rapid digital transformation. What are the technologies the company has developed to suit Indian economic and social conditions?

We anticipate that the cloud will play an essential role in India’s post-pandemic world, so we will remain one step ahead of the rest by continuing to explore and expand its applications across business services. CIOs across the board will require an agile infrastructure to ensure their workloads and communications are stored securely and running smoothly as economic conditions fluctuate. Not only this, but we anticipate a growing preference for a cloud-first approach from employees as it sustains virtual collaboration and career development. People are at the core of the Teleperformance brand, so we want to ensure a level of socialness is maintained through cloudshoring.