Teleperformance Transforms Global Workforce Through Innovative Language Training
Overview
Teleperformance, a global leader in digital business services, partnered with goFLUENT to implement a comprehensive language training solution for its worldwide workforce. This initiative aimed to enhance employee skills, improve customer experience, and drive business growth.
50K€+
saved compared non-centralized solutions
23%
increase in total training hours from 2022 to 2023
5%
improvement in employee quality scores
20%
annual increase in platform engagement since 2021
80%
of employees improved their global CEFR rating
The Challenge
As a top BPO provider serving clients across 170 markets, the company needed to ensure consistent language proficiency among its 500,000+ employees while simultaneously:
Reducing costs associated with multiple language solutions
Improving customer experience through better communication
Increasing employee engagement and retention
Scaling language training efficiently across multiple countries
How goFLUENT Helps
Scalability and Centralization
Teleperformance partnered with goFLUENT to implement a standardized, multi-device learning platform accessible to employees across all countries. With seamless LMS/LXP integrations, managers can access real-time learner data and progress reports. Customer Success Managers (CSMs) collaborate with Teleperformance’s HR teams to ensure seamless platform deployment and KPI achievement.
Industry-Relevant Language Upskilling Strategy
goFLUENT’s Language Academy transforms language training at Teleperformance by providing BPO-specific content that helps customer experience (CX) agents master negotiations, call handling, presentations, and more. This language solution enables employees to upskill and develop proficiency in multiple languages, opening opportunities to transition from domestic to international roles while driving improved employee satisfaction.
Continuous Learner Engagement
goFLUENT’s dedicated Learning Consultants (LCs) help design personalized training paths for each employee, offering 24/7 support to maintain motivation. Combined with language learning certificates that strengthen professional credentials, this hands-on approach transforms language training into an effective engagement and retention tool for Teleperformance’s global workforce.
The Results
The results highlight the program’s success: Teleperformance saved over €50K compared to non-centralized solutions and saw a 23% increase in total training hours from 2022 to 2023. Employee quality scores rose by 5%, and platform engagement grew by 20% annually since 2021. Most impressively, 80% of employees improved their global CEFR (Common European Framework of Reference for Languages) rating.
“I still remember we did a pilot with goFLUENT for just three countries, and within one month, we scaled it to more than 80 countries. It was that easy for us to centralize and scale our language training.”
Harmeet Singh
Senior Director for Global L&D at Teleperformance, highlights the program’s scalability
After just three weeks of training, employees’ quality scores rose by 5%, reflecting improved call performance and more positive customer interactions, which boosted client satisfaction and reinforced Teleperformance’s leadership in the BPO industry.
Additionally, the program has proven effective for employee retention. “When you provide continuous training to your employees, that will definitely help you to retain talent within the organization,” Singh notes. By providing a clear path for skill development and career advancement, Teleperformance fosters a more engaged and loyal workforce.
The Teleperformance-goFLUENT partnership demonstrates how targeted language training drives business success through enhanced employee development and retention. Their model offers a blueprint for effective global workforce development in today’s interconnected business landscape.