India BPO and Teleperformance

Transcription

1 India BPO and Teleperformance

2 Executive Summary Business Process Outsourcing (BPO) has become an essential tool for companies that want to improve efficiency and service for their customers. The Indian BPO Market is a powerhouse, continuously improving and growing. A highly skilled, English-speaking workforce provides the country with a competitive advantage. Teleperformance has almost four deacades of experience, is the global leader in BPO management, and has been in India for over fifteen years. We have the technical expertise, experience, and global footprint to help you implement the right BPO strategy in India. A highly skilled, English-speaking workforce provides the country with a competitive advantage. 22

3 Choosing India It is not difficult to understand how India became the worldwide leader in BPO. First, the population is highly skilled and increasingly educated. By 2020, 12 percent of all college graduates globally will be from India¹. Second, India now has twenty-five years of experience as a center of BPO, and retains the confidence of numerous businesses from all over the world. The sector is now experiencing over 10 percent annual growth, and is roughly $108 billion². The Indian government has invested heavily, and will continue to invest resources in technology to ensure that the BPO sector remains strong. The government has also created friendly tax structures and public policies in order to increase foreign BPO investment. It is not difficult to understand how India became the worldwide leader in BPO In 2016 By 2020 of all college graduates globally will be from India India now has of experience as a center of BPO Further, the privatization of the Indian telecom industry has resulted not only in significant drop in rates but also better services, thus benefitting the BPO sector. Telecom costs have dropped by about 85% in three years². growth is the expectation for the IT-BPM market in India Over 3.7 million people are employed in the BPO sector in India³. Moreover, despite worldwide BPO growth remaining flat in 2015, the Indian BPO sector experienced record growth³. India s BPO market has focused on product development, due to the pervasive use of mobile devices and the desire for disruptive technology. However, the market also has come to focus on modernizing legacy systems and cloud solutions, as well as Business Processes as a Service (BPaaS), mobility, and advanced analytics³. Thus, the market shows resiliency and provides a competitive advantage for companies that are seeking high-quality BPO services. The sector is now experiencing over annual growth Telecom costs have dropped by about 1. OECD: Education Indicators in Focus 2. Indobase: Infrastructure Advantages in India 3. NASSCOM: India IT BPM Overview in three years 3

4 The Teleperformance Difference Teleperformance has been working in India since We operate strategically located sites in metro and non-metro áreas with a very skilled workforce. Our employees provide services in 11 languages, both for the domestic and international markets, including the U.S., the U.K., EMEA and APAC. We work to ensure that we locate our sites in areas with a highly skilled, diverse workforce, convenient to transportation, and that help reduce costs for our clients. We currently manage several back-office programs for multiple industries in India, and more than 200 programs globally. Domestic and international market Highly skilled workforce Capacity for more than 7,000 workstations Eleven languages and dialects 4

5 People Focus Teleperformance has been ranked the #1 BPO in India (2nd consecutive year) and #4 amongst India s Best Companies to Work for in 2016 by the Great Place to Work Institute Our focus on non-metro locations has a particular advantage. Though earning the same as their counterparts in metro areas, non-metro employees have a 48-hour workweek. Because our sites are centrally located, near public transportation, employees save seven hours of commuting time, resulting in employee happiness and more productive hours per week. The cost savings can reach between 25 percent and 40 percent⁴, which is passed along to our clients. As the global leader in customer experience management, we believe that happy employees make for happy customers. We are a people company and we do everything we can to ensure that our employees can be as productive as possible. That s 4. When compared to other Teleperformance offshore destinations. 5. The Economic Times: India s Best Companies to Work for why we are proud to have earned multiple awards as a top workplace in India, including from AON and Great Place to Work, thanks to our employees. Teleperformance has been ranked the #1 BPO in India (2nd consecutive year) and #4 amongst India s Best Companies to Work for in 2016 by the Great Place to Work Institute. Teleperformance has been featured on this list, four times. Teleperformance has managed to ensure that it operates at less than half of the attrition rate of the industry average. According to research by AON, organizations with employee engagement scores in the top quartile deliver better business results. Teleperformance scores a High Performance rating in this metric with 91 percentage. 5

6 Product Advantages We use the latest technology to ensure that backoffice operations are efficient for our clients and we strategically design our products to enhance customer experience. Our back-office strategy supports the entire customer lifecycle leveraging Teleperformance s recognized leadership in customer experience management. We use workflow tools to ensure that back-office and front office processes are seamless. The integration of these two operations leads to greater quality and efficiency. We have found improved results with the integration, including: Teleperformance manages quality in the backoffice operations based on proprietary and market methodologies. The three main initiatives towards quality are based on: Front office Back-office Process Mapping Process Monitoring +25% +30% +25% Process Improvement more customers reporting they are very satisfied with the service they receive. increase in loyalty and advocacy scores. increase in productivity. 6

7 Exceptional Security Protocols At Teleperformance, security is everyone s responsibility. We pride ourselves on ensuring that our team is trained on the latest security measures. We have developed a strong security and fraud prevention program that involves front and back-office, which includes, but is not limited to prevention, detection and mitigation (PDM) solution based on: A proactive approach to prevent fraud from occurring An early detection of vulnerable spots A quick and assertive response mitigating the effects of fraud incidents At Teleperformance, security is everyone s responsibility. Our team members are fully trained to improve data security We have proprietary tools to support our team to monitor fraud attempts and track security breaches We have designed consistent processes to identify potential security risks We ensure that our programs are always aligned with the Best-in-Class in security practices Our policies aim to enhance our clients data security 7

8 Outstanding Results Our implementation has produced outstanding results for our clients who have collaborated with us to implement a BPO program in India. We have achieved an almost 100% productivity increase, surpassed the quality target scores by 8 percent and increased the resolution rate by more than 25% cost reduction based on a strong audit program implementation for an Indian company from the financial sector. 20% cost reduction achieved due to Top Contact Drivers and inventory management implementation for one of the biggest technology companies in the world. We invested in workforce management and quality methodological implementation and achieved a 60% productivity increase, 100 percent 5 percent, based on workforce service level achievement, management and cross and 99 percent quality training implementation for an scores for an american American internet company. insurance company. 8

9 Teleperformance and BPO in India: The Right Choice India is the right place for any company that is interested in BPO. The country possesses highly educated workers, government investment, and a history in the sector. Teleperformance has worked in India for fifteen years. We are a people company that values our employees by investing in the latest technology and security measures, to deliver the best service for our clients. We have achieved solid results in multiple industries. We are ready to partner with you to develop and implement BPO services in India supporting the relationship between your brand and customers. We can help deliver a superior customer experience that is fully integrated with the front office. Our status as the worldwide leader in customer experience management, along with our experience in India and our people-focused strategy can help your company become more efficient and increase customer satisfaction. 9

10 About Teleperformance Worldwide Leader in Omnichannel Customer Experience We are a people company with a people-centric strategy, interacting with people all over the world. It s all about people. They are part of who we are and what we do. We analyze their behaviors. We understand their wants and needs. That s why we deliver outstanding customer experiences through integrated omnichannel solutions to enhance customer experience results for our clients. About BPO non-interaction Back-office is a crucial part of customer experience lifecycle. Timewasting processes can impact negatively the overall perception of your brand. We understand that an efficient customer care strategy is based on the integration of back-office and front office processes. And that is how Teleperformance can bring value to your business; as the global leader in outsourced multichannel customer experience management we can provide integrated end-to-end solutions focused on customer satisfaction. 10

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