Driving Workforce Transformation and Global Communication: Teleperformance’s Strategic Use of Language Training
Read the full case and learn:
How a global business process outsourcing company (BPO) like Teleperformance used language training to improve employee retention and satisfaction
How language upskilling of employees enhances the customer experience (CX) and increases return on investment (ROI)
How Teleperformance successfully deployed a scalable global training solution
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Founded in 1978, Teleperformance is a global digital business services company with a presence in various countries.
Over 500,000 employees
Awarded as part of the top 100 Best Companies to Work for in 2024 by Fortune magazine and Great Place To Work, Teleperformance strives to provide its clients with excellent customer service, anytime and anywhere.
Situation
For over four decades, Teleperformance has continued to serve as a global digital business services company, making it a major player in the BPO industry. Originating in France, this company offers end-to-end digital business services to its clients worldwide.
As a BPO, Teleperformance relies on creating positive customer experiences with its clients, especially international businesses. This led to it emphasizing the need for higher language skills in providing effective multilingual support to clients, which contributes to customer loyalty.
Teleperformance sought a centralized language training solution that could be easily deployed at an international scale. In addition, with over 500,000 employees assigned in various countries, Teleperformance needed a solution that could retain employees and keep them engaged. This would allow them to upskill and retain talent within the organization and generate return on investment (ROI) as well as employee and client satisfaction.
Solution & Benefits
Teleperformance chose to partner up with goFLUENT, a renowned expert in language training and assessment solutions. Together, they implemented a scalable, content-rich language training solution. This helped transform Teleperformance’s workforce by keeping them engaged and improving the quality of their client service.
As a result of the training, the company experienced the following benefits:
Increased employee retention and engagement
Increased ROI
Improved quality of customer interactions and experience
“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. So it was that easy for us to centralize and scale our language training.”
Harmeet Singh
Senior Director for Global L&D
Teleperformance
