AT A GLANCE:
COMPANY: Teleperformance China
INDUSTRY: Global outsourcing
PRODUCTS USED: Calabrio Teleopti WFM
To accelerate its account implementation and streamline its customer service processes.
Forecasters have found greater accuracy, scheduling analysts can test different scenarios, and managers are embracing the control it offers along with the ability to experiment with the Options settings.
Teleperformance China streamlines its outsourcing projects and customer service with Calabrio Teleopti WFM
CASE STUDY: Teleperformance China
Teleperformance China required a multidimensional support system that would provide both technological and consultative assistance.
A powerhouse performing for some of the world’s most well-known brands and businesses, Teleperformance China implemented Calabrio Teleopti WFM in October 2016 to accelerate its account implementation and streamline its customer service processes.
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Teleperformance, a leading global outsourcing company, began its operations in China in 2006, providing technical support and customer care for major clients across many industries, including telecommunications, electronics, travel and financial services.
An organization of vast capability and flexibility, Teleperformance China is active in over eight languages (including Cantonese, English, Japanese and Korean), offering 24/7 omnichannel customer service, depending on client needs. Its 3,800 multi-skilled agents are currently working on 11 ‘major’ and 12 ‘minor’ projects, all of which occurs over Teleperformance China’s four contact center sites, with the company expanding to a fifth site soon.
Putting projects into practice
“Our aim is to provide an accurate and efficient solution that will be beneficial to both our client and the company,” explains Michael Hernandez, Senior Manager in Workforce Management at Teleperformance China.
Putting this approach, along with the size of some accounts, into perspective, the largest project Teleperformance China is currently working on is providing technical support for one of the world’s main technology providers. Customer service for this client sees an average of 56,394 calls a day, 60% of which Teleperformance China handles. Each call can be lengthy and in-depth, with the lowest level of issue still requiring an average call time of 10-11 minutes. Shaping channel and skills usage to client needs, for this ‘major’ project, agents tend to be single-skilled, working with calls or emails, yet these same agents can become multi-skilled if the need arises.
Overall, with having to be ultra-adaptive to client and project requirements, Teleperformance China calls for a WFM solution of great flexibility and efficiency to handle high-volume, high-demand channels.
The call to speed up and spread support
Teleperformance China’s overseeing many well-known, high-volume projects all at the same time meant that there were some essentials on its wish list when the outsourcing company chose Teleopti as its new WFM provider in March 2016.
In implementing a new WFM solution, Teleperformance China required a multidimensional support system that would provide both technological and consultative assistance. The WFM solution had to offer swifter technical support through improving the server situation. Taking away the frustration that came with having to connect via VPN to servers in other countries, which were also shared by other Teleperformance centers. The functionality of the tool was equally a must, especially in its ability to fulfill the basic needs of each team and role, such as with automated, accurate forecasting. Managers and planners also sought comprehensive after-sales support, support that they could depend on during product implementation and beyond.
Ready to face a challenge
In approaching the installation of Teleopti WFM into Teleperformance China’s contact centers, Fan Liu, Technical Consultant for Teleopti China, was keen to make sure that all of the company’s support and project wishes were met: “My aim was, and is, to improve their accuracy and efficiency after Teleopti’s implementation, and hope by utilizing our solution we can really help them optimize their operations and processes in the WFM area.”
Servers on-site rather than across the world
Teleperformance China has felt a two-fold positive impact in now having its servers located on-site with Teleopti. First, account implementation is easier with a significant reduction in delays to deadlines and projects. There is no longer a long wait time before gaining access to servers or connecting through VPN to the U.S. Server connection is short distance and instantaneous. Whenever word of a new project is received, managers can set up a BU (Business Unit) in a day, rather than a week, which has been the historical time frame. Second, generating reports and schedules can happen much faster by localizing servers.
Any question, any time
Through every step of its WFM implementation and usage, Teleperformance China has been helped and supported by the technical consultation that Teleopti offers. According to Michael Hernandez, the assistance “has been fantastic, providing support before and after.”
This ‘fantastic’ collaboration is ongoing after implementing the base WFM solution and as Real Time Adherence continues to be implemented.
Reaping the benefits of automated forecasting
Before changing WFM providers, Teleperformance China’s forecasters created reports manually as their previous WFM system lacked a strong forecasting tool. However, now forecasters can upload everything and let Calabrio Teleopti do the work. Michael believes that Teleopti’s solution has “one of the best forecasting tools that I have used in my entire workforce life.” Furthermore, when the center ran a test to compare its forecasts using Teleopti with client forecasting accuracy, it found that the client’s forecasts were on average +/-15% of the actual figures, while the predictions using Teleopti WFM were much closer, at only +/-5%. The automation and accuracy of the forecasting tool, as a cog in the company’s closed loop process, supports Teleperformance China’s efforts to constantly increase project efficiency.
The future with Calabrio Teleopti WFM
It’s understandable that managers focus much of their time on improving account implementation and performance. However, there is the motivation to look at how Calabrio Teleopti’s WFM solution can also satisfy agents and their schedules. Teleopti’s self-service agent tool is of interest to Michael: “I have a feeling it will be a great tool if we roll it out, giving us an edge for employee satisfaction. It would help both the agent find the perfect shift and the company drive better productivity and efficiency.”
Value for all
Though it is too early to see exact results on call quality, the value of collaborating with Teleopti is already being felt by those using it to support their client projects. Forecasters have found greater accuracy, scheduling analysts can test different scenarios, and managers are embracing the control it offers along with the ability to experiment with the Options settings. Furthermore, top-level management is feeling the security, productivity and efficiency that has come with implementing the Teleopti solution, helping to maximize profits.