Dear Partners,

I wish you all a very happy and prosperous 2022 and we look forward to making our association even stronger in this new year. At Teleperformance, the driving force of our client partnerships will continue to be focused on delivering disruptive and innovative solutions leveraging our digital capabilities and decades of interactions management experience across the globe.

At TP, we drive innovation through our TAP – Technology, Analytics & Process Excellence framework which encompasses:

• AIM (All Ideas Matter): Global platform for sourcing innovative ideas from the grassroots, i.e., our 380,000 strong workforce who are the best subject-matter experts in their respective domains
• AI Labs & Product Factory: An incubation facility for continuous R&D into new areas such as Blockchain and Metaverse, piloting new 3^rd party solutions as well building TP’s own suite of digital products
• CX Consulting: Global team of consultants who help drive innovation for clients through Design Thinking

Besides High Tech, we continue to invest in further deepening our High Touch capabilities as well. I am very happy to share our recent recognitions in this sphere, including 25 World’s Best Workplaces by Fortune & GPTW®, Enlightened Growth Leadership Award by Frost & Sullivan Institute and #1 Ranking in HFS Top 10 Awards for CX Services & execution of Digital Contact Center.

This edition of the TAP Newsletter features many more exciting updates on the TP innovation journey. Happy reading and happy innovating to all of you in 2022!

Best Regards,

Bhupender Singh

President of Group Transformation, Teleperformance

Innovation is the greatest thing in the world; it’s changing the social and economic spheres, enlarging vision for a better tomorrow. As one of the most creative innovators Steve Jobs quoted: “Innovation is the ability to see changes as opportunity – not a threat” which also describes Teleperformance’s ability to change.

As our clients are experiencing the fast-changing market where customer behaviours are changing rapidly, customer expectations are growing and the need for digital transformation is prioritized by board level (read more); Teleperformance is actively supporting our clients in their transformation adoption. 

In 2021, Teleperformance has launched a Global team to spearhead innovation, this team is called the Innovation Working Group and is a part of our global TAP practice. The main activities of this team are Research & Development, Experiment, Learn, Pilot and Scale on innovative solutions. Some of the themes the team has worked on are: Conversational AI, Content Moderation and CCAAS. By in-depth research and an advanced testing methodology, Teleperformance is able to shortlist the best solutions in the market to help our clients in this fast-moving landscape.

Teleperformance is extending its technology and business capabilities through a powerful ecosystem of market leaders and startups. Our partner network combines the right experience, resources, and knowledge to deliver the most advanced technology, innovative solutions, and actionable insights. According to a Forrester study, 77% of businesses claim that partnership development was key to their sales and marketing strategies. Also, it shows that partners contribute to 23% of overall company revenue; with an average partnership revenue growth rate of 17.5%, this is one of the reasons Teleperformance is prioritizing partnership development as a key initiative for 2022.

For 2022 Teleperformance’s key objectives for Innovation will be:

• Invest on Digital & AI Innovation Labs as an incubation facility to drive continuous R&D into areas such as IoT, Blockchain and Metaverse.
• Extend the Innovation team with domain experts to support our clients with industry specific innovations.
• Increased strategic outcomes from Technology partnerships. Focusing on developing flexible partner enablement strategies with the major aim of shortening sales cycles, create a portfolio value, ease of doing business through the engagement model and financial returns or profitability.
• Host Design Thinking sessions in our Teleperformance Innovation Experience Center with our strategic clients and prospects, as a consulting methodology to help our clients on their innovation and transformation initiatives.

I would like to thank all of you for your contribution to the success of our Digital Transformation transition and I wish you a great 2022!

TP DATATHON 2021

Data is everywhere, from reports to appraisal ratings, we are dealing with Data in abundance during our lives. As an organization that leads the interaction industry, we deal with a lot of customer information and driving meaningful actionable insights which makes us a true partner in managing brand expectations.

To bring more data science ideas to life, at Teleperformance, with our All Ideas Matter initiative, we completed TP Datathon recently. We encourage our employees to create winning themes through best-in-class analytics tools, resources and models that add value to day-to-day tasks.

With more than 600 ideas from 26 countries and 5 regions across TP, our leadership chose the best three teams on December 10, 2021, during a virtual event. There were six teams that competed in the global finale of the TP Datathon after winning local and regional stages. With guidance and support of internal TAP mentors and the analytics webinars by our external partners like Microsoft, Verint, Nexidia and Call Miner, these finalists generated and developed data driven cases to boost business performance and improve customer experience.

DESIGN THINKING @ TIEC

We recently hosted our strategic digital partners at the Teleperformance Innovation and Experience Center (TIEC) in Santa Clara, California. This event was a unique opportunity to showcase our partnership-driven innovation capabilities that we offer our clients. The TIEC is an immersive environment in the heart of Silicon Valley that brings to life new ways of transforming customer experiences. The attendees engaged in a design thinking exercise, experienced dynamic technology demos, and how Teleperformance's high-tech high-touch approach delivers a world-class, digital customer experience.