Transformation & T.A.P.™

Transformation & T.A.P.™

How can businesses overcome the odds and achieve long-term success with an organization-wide transformation?

The world is changing faster than ever, and organizations must be able to transform as markets, economic environments, and technologies change. 

Unlock your full potential through T.A.P.™ — Technology, Analytics, and Process Excellence — Teleperformance’s proprietary transformation framework.

 

We identify and implement transformational projects for our clients through:

Item 1

Technology

Delivery of productivity benefits through intelligent automation and innovative solutions
Item 1 (1)

Analytics

Generation of actionable insights from vast amounts of customer interaction data and speech analytics
Item 1 (2)

Process Excellence

Improvement of effectiveness and efficiency — from the development of target operating models to the implementation of large-scale transformation programs

Agility and Resilience to Operate Beyond the “Now”

With operation readiness at its core, our future services structure relies on T.A.P.™ and the four main pillars of our vision for the new normal: Global Sourcing, Digital Channels, Cloud Campus, and Intelligent Automation — built to unlock value in the customers’ experience and improve their journey in an ever-changing business landscape.

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Agility and Resilience to Operate Beyond the “Now”

With operation readiness at its core, our future services structure relies on T.A.P.™ and the four main pillars of our vision for the new normal: Global Sourcing, Digital Channels, Cloud Campus, and Intelligent Automation — built to unlock value in the customers’ experience and improve their journey in an ever-changing business landscape.

How We Enable Transformation and Innovation

700
Consultants, highly experienced in Automation, Advanced Analytics, Artificial Intelligence (AI), and Machine Learning
100
Proprietary technology tools
8000
Live bots deployed
1250
Bots under development
5000
Projects delivered worldwide
30
Countries
Page MID - Transformation Initiatives

Our transformation initiatives work horizontally across all our service offerings.

  • Customer Experience Consulting
  • Digital Transformation
  • Descriptive, Predictive, and Prescriptive Analytics
  • Operational Strategy and Best Practices
  • Workforce Optimization
  • Interaction Analytics
  • Business Research
  • Project Management and Deployment
  • Revenue Optimization and Management

How to Transform Your Organization

T.A.P.™ combines Lean Six Sigma and Design Thinking to deliver transformational benefits.

 

  • Define the scope and objectives
  • Diagnose the current state
  • Design the future state
  • Develop solutions
  • Implement the solutions
  • Monitor, control, and sustain performance.
Page MID - Transform

How to Transform Your Organization

T.A.P.™ combines Lean Six Sigma and Design Thinking to deliver transformational benefits.

 

  • Define the scope and objectives
  • Diagnose the current state
  • Design the future state
  • Develop solutions
  • Implement the solutions
  • Monitor, control, and sustain performance.
Page MID - The T.A.P.™ Advantage

The T.A.P.™ Advantage

  • Teleperformance is one of the largest players in Customer Experience (CX) Management Services, with over 330,000 employees and more than four decades of experience.

  • Teleperformance’s high-tech, high-touch approach delivers the best mix of technology and human empathy through Natural Language Processing (NLP), Robotic Process Automation (RPA), Voice Assistants, Chatbots, Self-Service, and AI.

  • The company has invested in creating many proprietary digital platforms that enable transformations, such as TP Client (omnichannel and workforce management), TP Bot (conversational AI), and TP Interact (speech analytics).

  • Teleperformance has also partnered with top-tier global technology providers, such as Automation Anywhere, UiPath, Blue Prism, AWS, Power BI, and Avaya, to expand its portfolio and help clients realize higher business transformational value.

  • With over 700 dedicated T.A.P.™ consultants worldwide, Teleperformance facilitates a collaborative and consultative approach, customizing solutions and adapting to each client’s needs wherever they are.

  • Teleperformance’s holistic T.A.P.™ framework supports clients throughout the development and deployment life cycle, flipping the odds in their favor to achieve extraordinary results for their organizations.

The Numbers Behind Successful Transformations

  • 15% call reduction
    opportunity through call driver analysis using interaction analytics for a UK rail enquiry contact center
  • 9.6% reduction in collections cost
    coupled with a 2% increase in collections for a leading Indian bank
  • $51 million savings
    for a leading US healthcare organization across their three lines of business for operations delivered from over 15 countries
  • 80% reduction in time per transaction
    for an Australian telco, achieved through RPA
  • 21% reduction in operating costs
    for a leading E-commerce company through automation of seller support activities
There’s always more to explore.

Contact us today to accelerate your transformation efforts and unlock your full potential.

Contact us

Contact us today to accelerate your transformation efforts and unlock your full potential.

Contact us