CASE STUDY

Global Ultra-fast Deployment Made Simple During Crisis Times.

Launching a new product is no small undertaking. So imagine doing it during a global pandemic. Learn more about the experience of this Global Media & Entertainment conglomerate connecting technology and the human touch to deliver hyper-relevant experiences for thousands of customers at a time where they needed it the most.

Challenges

“...great storytelling inspires and uplifts, and we are in the fortunate position of being able to deliver a vast array of great entertainment rooted in joy and optimism”

Through this inspiring vision, this Multinational Media & Entertainment Group continued the expansion of their subscription on-demand streaming services throughout the World.


With high expectations of their potential customer base in Western-Europe and Latin America, and counting with less than nine weeks for the full deployment of a complex pre-sales and customer service solutions, there was no time to lose.


However, staffing was not an easy fix. The service required a multi-shoring (e.g: Onshore, Nearshore and Virtual) and multi-lingual solution covering languages like Spanish, Portuguese, Italian, French, or German, and full operating capabilities on channels like phone, email, chat or social media.


While the service was being launched, the COVID-19 pandemic was hitting the world, sensibly increasing the complexity and putting the launch at risk.

Strategy and Solution

TP Cloud Shoring Solution

B.E.S.T. Project Management

Multi-Location Operations

Teleperformance proactively proposed to move key operational positions and front-line people to the Work-at-Home model, anticipating the impact that the COVID-19 pandemics would have on the service.

Our 'B.E.S.T'. Project Management adherence and collaborative working model gave visibility to all stakeholders. Our approach was focused on Agility and Alignment with Global and Local Stakeholders.

Services were implemented across key strategic locations across EMEA and Latin America (including Greece, Italy, Spain, Portugal, Albania, Tunisia, Germany, Colombia, Dominican Republic, Morocco, etc).

“During the outbreak and beyond, our working environment has been redefined to rely more heavily on virtual teams and remote resources”

Video Highlight, Teleperformance Cloud Campus

Ultra-fast and Efficient Response

T.O.P.S. Operational Approach

Adaptive Workforce

Teleperformance selection & hiring practices, people development and onboarding training allowed enable more than 2,000+ Customer Experience Advocates to be ready in less than seven weeks.

Our performance management process, a daily step-by-step method based on the best practices of programs all around the world, allowed us to adjust and improve the operational performance promptly.  

With operations and support teams dedicated to clients, delivery centers with multiple skill tracks, a flexible workforce that offers real-time supply and demand, and aligning our culture to client’s values and needs. 

100%

100% of the pre-sales services and team were deployed one month before the official launch of the service.

NUMBERS & DATA

Transformation and Results

Experience, process with a can-do attitude and commitment successfully delivered our client’s vision on time and with the higher quality standards. 

The long-awaited launch has finally arrived, with the new subscription streaming services now available also in most European countries. Teleperformance’s unique service network, elite talent pool, processes and new technologies expertise, together with extensive knowledge of industries, supported our client through the final step of their new product launch journey to drive customer value and solid business outcomes.

119%

Customer Experience Advocates (CXAs) recruitment overall achievement.

420%

Work-at-home (WAHA)
seats overachieved 
in the first week of operations.

+20%

Of the total capacity proactively converted into a permanent WAHA deployment solution.

...how can you also achieve customer management success?

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RELATED CAPABILITIES

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Smart-shoring 

Flexibility on a Global Scale: Our clients can choose the delivery model that best fits their business. 

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Work at home operations Business Continuity and Resilience During COVID-19 and Beyond. 

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Multilingual Hubs

Strategic hubs that allow your organization to offer the best possible services to your customers in centralized locations, based on their needs and profiles. 

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Let's continue the conversation

Teleperformance is a leading global group in Digital Integrated Business Services (D.I.B.S.), serving as a strategic partner to the world’s largest companies in many industries. It offers a One Office support services model that combines three broad, high-value solution families: customer experience management, back-office services, and business process knowledge services.


The Group’s over 380,000 employees in 83 countries — with more than 250,000 working from home — support billions of connections every year in over 265 languages and 170 countries, in a shared commitment to excellence as part of the “Simpler, Faster, Safer” process.

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