Human Resource Management:

Human Resource Management is the first and most important component of our Performance Driver™ suite of capabilities. At Teleperformance, Human Capital Management is a carefully architected combination of processes and tools to ensure that the agents who are working on our client’s behalf are recruited, screened, hired, trained, staffed and motivated using the highest quality standards. These key components include:

Key Client Benefit:

• Improved operational performance
• Improved customer satisfaction through agent profiling and best in class initial and on-going training
• Lower agent attrition through improved employee satisfaction

Recruitment, Screening, Hiring and Training:

At the core of our organization’s reputation for outstanding performance and delivering satisfied customers, are our people.
Teleperformance recruits, screens and hires the right people by selecting the best candidates that match the profile criteria and skill set for a particular position. Teleperformance offers a proven recruitment process with required background checks and prescreening.

It is well documented that choosing the right agent has a significant impact on operational performance (KPIs) and agent retention rates. At Teleperformance, we offer:

In keeping with Teleperformance’s philosophy, we strive to hire the best employee to represent our client’s business and not necessarily the lowest cost resource available. This philosophy enables us to drive better performance for our clients and higher wages for our employees, by seeking opportunities for performance driven bonuses and increases based on individual performance results. These results are continually monitored and calibrated to ensure that Teleperformance is hiring the right person, delivering the right training and providing the right compensation to drive maximum performance.

Workforce Management Applications/Optimization:

Teleperformance maximizes agent scheduling resulting in higher agent utilization and improved service levels. Teleperformance uses Blue Pumpkin, IEX and eWFM to forecast transaction volumes and schedule agents for maximum productivity and process control. Teleperformance works with our clients to understand the special needs of their business to ensure challenges like seasonality and advertising are accounted for in the overall scheduling process. Optimizing agent utilization is as much an art as it is science, effectively utilizing the technology that supports it. Therefore, Teleperformance has a diligent process for ensuring consistent client communication to understand special staffing requirements, including factors that impact forecastings such as seasonality and/or unique business trends.

Teleperformance Quality Assurance Practices

Teleperformance's quality management system is ISO 9001:2000 certified with ISO-based processes/procedures. Teleperformance is currently completing COPC, Inc.’s (the global leader in call center benchmarking and auditing) certification process in Canada and Mexico and is currently undergoing certification in the US and many other locations. The Quality Management Approach includes:

Employee Satisfaction

Teleperformance continuously monitors employee satisfaction and enhances satisfaction by providing:

Teleperformance strives to build employee satisfaction because we believe that the higher employee satisfaction produces higher end- customer satisfaction for our clients, in addition to reducing agent turnover.