Cloud Campus Hubs allow effective management of remote teams: Aditya Arora, Teleperformance

As a result of Covid-19, the ability to engage a new breed of hyper-connected customers in a digital conversation is critical nowadays. As we enter the new normal, digital chat is the next frontier as companies look to maintain support and efficiently interact with customers remotely.

Recently Teleperformance in India Launched Three Revolutionary Cloud Campus Hubs to Enable Seamless Transition to Work-At-Home.

Forecasts reveal that chat with a live agent will surpass email and web forms by 2021, and is fast becoming the primary support channel of the future.

Aditya Arora, CEO, Teleperformance India, tells us more. Excerpts from an interview:

DQ: What are the unique features of these Cloud Campus Hubs?

Aditya Arora: The TP Cloud Campus Hubs are equipped with technology that allows for the effective management of remote teams, offering a uniquely efficient solution for enabling the work-at-home environment. We set ourselves apart from competitors by recreating a virtual office floor, so our employees remain socially-connected in the new normal.

Its capabilities stretch to support an entire end-to-end virtual ecosystem, in which candidates can be hired, onboarded, trained and coached. The hubs are therefore allowing the best talent to be sourced from untapped locations, which is further improving our speed to production.

DQ: How are you handling the recruitment requirements of the companies?

Aditya Arora: Through our Cloud Campus Hubs, we are removing the barriers to remote working - where interaction experts can truly work from anywhere. Our digital recruitment platform clearly aligns the strengths of our work-at-home agents with the skill sets required.

All skill assessments are automated and can be conducted virtually, this is further followed by interviews using video enabled tools. We offer Work-From-Home opportunities to people all over India without migrating talent.

We have been able to make significant progress in identifying talent from cities where we have no TP presence.

Nearly 25% of our hiring is undertaken from these cities. The Cloud Campus solution offers complete governance and control for us to manage this activity end to end.

Complimentary support channels - including virtual training rooms, engagement workshops, and personal support - underpin the recruitment process, to deliver a dedicated level of learning and ensure more equal recruitment opportunities.

DQ: How is the outsourced customer experience management experience?

Aditya Arora: We offer a unique high-tech, high-touch approach to the outsourced customer experience, to reach customers on the channels where they want to be met – all the while delivering a compassionate service.

By using a combination of communication channels, from live chat to instant messaging, we are able to streamline the end-to-end customer journey and reduce second contact rates.

DQ: Are there any manufacturers that have opted for cloud campus hubs that recreate a virtual operations floor?

Aditya Arora: Our clients opting for the Cloud Campus Hubs come from a wide breadth of key industry verticals:technology, banking and financial services, retail and ecommerce, travel and hospitality, healthcare and government services.

The hubs are built to support unlimited languages and clients, and are the source of success for our most recent clients - including a multinational computer software company and leading Indian e-commerce company.

DQ: How do you see work from home going forward, since your sector is in client experience. How much it will impact on overall performance of team?

Aditya Arora: Our approach has always been to deliver the most innovative customer-centric solutions. We have been able to constantly innovate through our work-at-home operating model, which is specifically designed to provide flexibility for employees, so as to maintain consistent delivery for our clients – engaged employees lead to satisfied customers.

Through the TP Cloud Campus, we have seen improvements in our key performance indictors (KPIs), and we predict that performance will only get stronger moving forward.

DQ: There can be various parameters to judge performance of employee in this sector. Do you see any change if this all is shifted to work from home model?

Aditya Arora: Since making the shift towards work-at-home,it has been critical that the way we measure and judge employee performance remains fixed, in order to not impact our service-level agreements. Our personnel have been maintaining our proven performance management process - Teleperformance’s Operational Processes and Standards (TOPS) – using our TP TrackMax tool.

Our frontline teams follow a step-by-step method to develop high-performance agents, who can achieve accuracy, consistency, and quality – even with limited face-to-face interaction. Through consistent assessments of agents’ results against KPIs, our leaders can utilise our cloud platforms to deliver the appropriate coaching and feedback to employees,no matter their location.