In an exclusive interview with TimesTech, Amit Luthra, COO at Teleperformance India, discusses the company’s strategic approach to adapting the evolving contact center landscape. He highlights their embrace of omnichannel customer experiences, AI and automation integration, data-driven decision-making, and continuous improvement practices. Luthra also delves into the challenges and opportunities of digital channels, fostering innovation, and the importance of diversity and inclusion in driving employee development and growth.
Read the full interview here:
TimesTech: How is Teleperformance India adapting to the evolving contact center landscape, particularly in terms of embracing omnichannel customer experiences, integrating artificial intelligence and automation, and leveraging data-driven decision-making?
Amit: Teleperformance in India is not just adapting to the evolving contact centre landscape but actually leading it by embracing omnichannel customer experiences and leveraging latest technology. We are transitioning from the traditional contact centre set up to multiple digital channels like chat, social media, and messaging apps, aligning with customers’ preferences for convenient communication. We have evolved from being a top BPM player globally to a leading digital business services provider.
Additionally, we are integrating Artificial Intelligence (AI) and Intelligent Automation to handle routine queries efficiently. This allows our interaction experts to focus on complex transactions and personalized interactions. We also leverage data-driven decision-making by investing in advanced analytics capabilities to gain insights from customer interactions across channels.
By embracing omnichannel communication, AI/automation, and data analytics, we at Teleperformance in India position ourselves as a premium customer experience and digital business service hub. We aim to collaborate with clients, optimize processes, enhance customer experiences, and drive revenue growth through these adaptations.
TimesTech: Can you elaborate on the continuous improvement practices implemented by Teleperformance India to streamline operations, reduce costs, and enhance service quality?
Amit: Teleperformance leverages cutting-edge AI and advanced technologies, complemented by adherence to industry best practices, to ensure high service delivery standards across all CX, back-office and transformation solutions. Our solutions proficiently handle intricate tasks through intelligent automation, real-time analytics, and robust process optimization. Rigorous training and continuous performance evaluations further reinforce our commitment to proficiency. This tech-driven approach allows us to make agile adjustments, ensuring our solutions remain relevant, effective, and aligned with our clients’ evolving requirements to make their lives simpler, faster and safer.
Our dedication to continuous improvement, coupled with our adaptability, focuses on delivering tangible results. The adoption of innovative technologies positions us as a trusted partner for businesses seeking to optimize their CX, operations, and cost-effectiveness.
We are dedicated to enhancing our back-office outsourcing solutions to streamline operations, reduce costs, and elevate service quality for our clients. Our approach begins with an in-depth understanding of each client’s unique needs and challenges through comprehensive discussions. We then develop tailored solutions that integrate seamlessly with our existing processes, optimizing functions like data entry, payroll, HR, accounting, and IT support.
TimesTech: What challenges and opportunities have Teleperformance India encountered while integrating chat and messaging services into their customer experience strategy, and how have they successfully implemented and managed these digital channels across various industries?
Amit: Integrating chat and messaging services into our customer experience strategy at Teleperformance in India has presented both challenges and opportunities. One of the primary challenges we faced was balancing the use of advanced technology with the need for personalized human interactions. Additionally, ensuring seamless integration of new chat and messaging platforms with existing systems required meticulous planning and execution. However, we have successfully navigated these challenges through a blended approach that leverages AI-powered chatbots for routine inquiries while reserving highly trained human agents for more complex issues. This strategy has optimized costs and ensured personalized customer experiences.
Recognizing the evolving preferences of customers, especially the increasing use of mobile devices, we have effectively utilized the proactive capabilities of chat and messaging services to anticipate and address customer concerns. For instance, our expertise in various verticals allowed us to tailor an omnichannel deployment for a logistics client in the APAC region. By integrating chat services with their CRM system for automatic case creation, we achieved a 38% increase in productivity, significant cost savings, and a 15-point rise in Net Promoter Score (NPS) driven by chat alone.
The growing demand for digital solutions to interact with brands has made chat a crucial channel. Our data-driven strategies, such as integrating AI to analyze customer interactions and predict needs, have further enhanced our ability to provide superior service. Moreover, our AI-powered RPA has streamlined processes, allowing human agents to focus more on intricate issues, thus maintaining a balance between technology and human touch.
TimesTech: How does Teleperformance India foster a culture of innovation, encouraging employees to think creatively and explore new ideas?
Amit: At Teleperformance, we encourage employees to think creatively and explore new ideas through our High-Tech, High-Touch approach. This philosophy naturally creates an environment where innovation thrives, blending advanced digital and technology solutions with human expertise to enhance customer experiences.
We consistently push the boundaries by leveraging tools like AI to handle routine tasks. This strategic use of AI allows our employees to focus on more complex and strategic challenges, stimulating creativity and encouraging novel problem-solving approaches. By automating repetitive tasks, AI-powered RPA enables our teams to optimize business processes and improve customer interactions. This blend of automation and human expertise nurtures an innovative mindset across our workforce.
We have also developed multilingual solutions such as StoryfAI, which handles over 100 languages. The development and success of such tools inspire our employees to think big and innovate continuously. We utilize data to anticipate customer needs and enhance our services. This approach nurtures employees across teams to identify insights and opportunities in all aspects of our operations. By valuing both technological advancements and human expertise, we create an environment where creative thinking flourishes. We believe every employee has the potential to innovate, and we actively encourage them to share their ideas openly.
And last but not the least, our commitment to cultivating a diverse and inclusive workforce has helped us gain economic benefits and foster a culture of innovation, encouraging employees to think creatively and bring their authentic selves to work.
TimesTech: Discuss the importance of fostering a diverse and inclusive work environment at Teleperformance India, and how the company prioritizes employee development and growth opportunities.
Amit: At Teleperformance, we champion diversity and inclusion in every aspect. We honor the unique perspectives and identities of our customers and colleagues, fostering an inclusive culture where all voices are heard, valued, and respected. Our commitment to diversity strengthens our connections, driving meaningful impact and shaping a more equitable world.
As a people-first company, we are dedicated to steering our employees towards self-growth and career fulfilment. Our focus on employee empowerment is evident through our comprehensive L&D, Training, Employee Engagement and well-being programmes.
We take pride in being an Equal Opportunity Employer, ensuring that our colleagues can bring their true selves to work and succeed in their endeavors. Our efforts in creating a supportive work environment have been recognized by various industry bodies, reaffirming the importance we place on employee empowerment and skill development for a promising future.
Certified as a Great Place To Work®, and recognized as one of the Best Workplaces for Women in India, Teleperformance in India is leading the way to be an employer of choice.
We ensure that we hire and retain the best talents to deliver exceptional experiences. We leverage predictive analytics and AI-driven interventions throughout the Hire to Retire process. This includes an analytics-led candidate shortlisting approach, AI-powered skills assessments, and automated offer letter rollouts.
By investing in our employees’ growth and creating an inclusive environment, we ensure that Teleperformance remains a place where everyone can thrive and deliver exceptional experiences.
