The Covid-19 closures that began this year have plunged the BPO sector into chaos. International media have largely reported delays and interruptions in service, while touch centers around the world have suddenly changed their paint strength to a style of house paintings (FMH).
The French giant of BPO Teleperformance was noted for its success in crisis control. The company already had permanent large-scale WFH systems prior to the pandemic. This internal delight facilitated a smooth transition to remote execution in Colombia, which hosts the largest global operation at the time of the company after the Philippines.
With the recent launch of its Cloud Campus workforce model, Teleperformance is taking the lead in assembling the demanding situations of the WFH, the platform deployed in Colombia last month, is helping to recruit, exercise and manage remote groups throughout the country. Its objective is to promote resilience, employee engagement and knowledge security.
“One of our main consumers allowed us to enroll in the WFH a few years ago in Colombia,” said Andrés Bernal, CEO of Teleperformance for Colombia, Guyana, Peru and Nicaragua. “We started testing this concept and found it very useful. “
Prior to Covid-19, the HRM program was limited and almost no other consumer was willing to adopt it. “The pandemic helped us break that paradigm and use some of those equipment we had already developed for this specific consumer,” Bernal said.
Currently, more than a hundred Teleperformance consumers use FMH, and only five retain a classic model on the site. “Teleperformance Colombia employs 30,000 people,” Bernal said.
For nearly two decades, september 11 explained business continuity patterns for the OPL industry. In the years following the terrorist attacks in the United States, corporations brought new strategies to track and communicate with employees. They also developed plans to temporarily move their buildings to buildings. away from the city center.
But the continuity of the activities was reshaped with the arrival of Covid-19; prior to the pandemic, large-scale remote paintings were unthinkable for top companies; for customers, the security factor of knowledge was an insurmountable obstacle; in fact, these dangers remain a challenge. for the number of other people being distributed. Trend Micro, a multinational cybersecurity company, recently found that 39% of remote staff access business knowledge on non-public devices that are less secure than their business counterparts.
Employers were also concerned that they were less concerned about the WFH environment. BPO executives feared that signs of key functionality (KPI) would fall, when it would be impossible to maintain corporate culture.
The Cloud Campus platform is from Teleperformance to solve those problems.
“Safety is the greatest fear our consumers share with us,” Bernal said. “It’s much more complicated for all variables in a remote location, so we’ve developed equipment to monitor the other networks and cable operations that agents have. It’s helping us to have a better concept of what’s happening in terms of security. “
Bernal stated that the Cloud Campus platform was organized in a hive-like structure, with a command center from which agents can obtain recommendations and provide feedback. “[We] have a centralized center where you can monitor and percentage the most productive practices with your colleagues,” Bernal said. “This [translates] into a better solution for customers. “
The platform also has teams to facilitate teamwork and professional development, with the aim of supporting worker engagement.
“The KPIs and overall degrees of functionality we have lately are at least the same as when we were operating on the site,” Bernal said. “This is evidence that [Cloud Campus] is working. “
Teleperformance’s WFH policies also free the company from geographical restrictions in its potential talent pool. The platform is helping the company hire, exercise and train staff remotely.
“Before this situation, we only had 4 other locations: Bogota, Barranquilla, Tunja and Medellin,” Bernal said. “Right now, we are toasting more than forty-five cities in Colombia. One of the main reasons is that we will succeed in new skills across the country with those solutions.
In addition to the virtual platform, Cloud Campus also includes physical centers, en enables WFH and on-premises hybrid capabilities. Bernal said locating the optimal mix for the two working models is a matter of trial and error, as well as a close consultation with customers.
“The visitor wants to be concerned about all the answers we develop,” Bernal said.
The CEO expects at least 95% of consumers to opt for a Cloud Campus model.
“As long as they verify those solutions, [customers] will have more confidence,” Bernal said. “I can see it as a medium- and long-term solution in the industry. That’s why I think it [represents] a very significant replacement in the way the OPL industry works in the future.
Stephen Woodman is a freelance journalist founded in the Mexican city of Guadalajara, with six years of experience in business and culture in Latin America. Stephen has been published in foreign media, adding The Financial Times, BBC News and Reuters. for articles, write a note here
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