How Teleperformance Philippines achieved its multiple workplace recognition
Solution design, business optimization strategies, front-office customer support, and back-office services – for any job that requires industry-specific expertise and service innovation, Teleperformance always has the right people who can deliver top-notch results. Since 1996, the company has led the Philippines’ offshore contact center outsourcing industry with its reliable, flexible, and intelligent technological solutions. Given its longevity and prominence, one might ask: What is Teleperformance’s key to success?
As a part of the Philippine Daily Inquirer’s recently-hailed Best Employers for 2023, the answer is quite simple. To continue delivering excellent and efficient services to clients and customers, a business needs an empowered and inspired workforce that always strives for growth and gives its all to every task. By creating a safe, inclusive, rewarding, and socially responsible environment for its employees, Teleperformance secures the trust, confidence, and respect of over 58,800 people employed across its 23 business sites in Metro Manila, Antipolo, Cavite, Baguio, Metro Laoag, Bacolod, Cebu, Cagayan de Oro, General Santos City, and Davao, and team members working remotely nationwide.
These efforts to create a conducive working environment that all employees deserve have also given Teleperformance countless global acclaim. By once again receiving the Great Place to Work™ Certification in 2022, they have become the first, the largest, and the only company in the country to enjoy this recognition from the Great Place to Work® Institute for five consecutive years. This achievement comes after the institute recorded 85% responses from Teleperformance Philippines in the Trust Index® Survey, which evaluates companies according to how their own employees view them in terms of factors like trustworthiness, respect, fairness, pride, and camaraderie.
With its unwavering status as a Great Place to Work-Certified™ company, Teleperformance also earned recognition as one of the Philippines Best Workplaces™ in 2022. This was announced during a virtual reveal that premiered live on Great Place to Work® Philippines via YouTube, and a total of 25 companies snagged a spot in the firm’s highly-competitive “Philippines Best Workplaces” list. As a global authority on workplace culture, Great Place to Work® consultants used rigorous analytics and confidential employee feedback to identify companies like Teleperformance Philippines that meet their standards.
Teleperformance also ranked 12th on the Great Place to Work® 2022 Best Workplaces in Asia list for their sites in the Philippines, Greater China, India, Saudi Arabia, Singapore, and the United Arab Emirates. With over 1 million survey responses across Asia and the Middle East as its basis, this list represents the experiences of over 4.7 million employees in the aforementioned countries. Among factors assessed by employees in this confidential survey include trust, innovation, company values, and leadership. Inclusivity and the ability to create a For All™ workplace experience also mattered in the employees’ evaluations, which proves how excellence comes from companies that invest in people and create a fair work environment.
Ranking 11th among the 25 companies across the globe in the World’s Best Workplaces list is another recognition earned by Teleperformance from Great Place to Work® – this time, also in partnership with Fortune Magazine. This is the second consecutive year that the company has been included in the prestigious list, which also uses surveys to determine the impact of a company’s workplace programs. This year, 14.8 million employee opinions worldwide were analyzed – and for its part, 84% of Teleperformance’s employees have said that it is an excellent workplace.
As Teleperformance Philippines celebrates its 26th year of excellence and leadership in the country this 2022, it continues to uphold the numerous practices that contributed to its Best Employer reputation. This milestone also highlights the company’s commitment to consistently offering Filipinos the best employment opportunities, actively promoting the development of the country’s IT-BPM industry, and maintaining its socio-civic engagements to improve the quality of life in the Philippine community.
As a people-centered workplace, Teleperformance strongly values holistic wellness, diversity, equity, inclusion, talent development, and impact sourcing in its company culture. In 2018, it launched the TP Pride year-long initiative to raise awareness and educate employees on the experiences of the LGBTQ+ community. In the following year, the company then introduced its TP Women initiative which also showed its strong commitment to celebrating women in the workforce and giving them a solid network and support system.
Teleperformance also began a global impact sourcing campaign for hiring more people from communities like displaced workers, persons with disabilities, and senior high school graduates with economic needs. Through this range of diversity, equity, and inclusion efforts, the company solidifies its mission to empower its employees and help them reach their full potential.
The company also emphasized its commitment to employees’ health with initiatives like the TPVac program, which provided free COVID-19 vaccination during the pandemic. Their pandemic initiatives have been recognized by various sectors, including the Safety Seal Committee certifying Teleperformance business sites that ensure health and safety protocols against COVID-19.
Teleperformance also retained its hybrid work arrangement after recognizing and prioritizing its employees’ needs. The company moved forward with more work-at-home opportunities for more people in the provinces through the Cloud Campus Solution. Launched in 2021, this innovative long-term work-at-home solution allows home-based interaction experts to remain connected to their Teleperformance team through the Cloud Campus hubs. These hubs come with high-tech features that help employees stay engaged while maintaining operational efficiency. This includes Training Rooms that are technologically optimized to recreate the experience of onsite training like video conference systems, digital whiteboards, and wallboards with performance dashboards. Through virtual technology, managers can also view their team’s schedule and connect with them for huddles or one-on-one sessions. It also provides a space for support teams – such as Training, Supervisors and other Managers, IT Helpdesk Support, Quality, and Workforce Management – to perform a more efficient knowledge transfer and increase the focus on every remote employee’s special needs. This unique, cloud-centric technology is specifically designed to enable companies to effortlessly expand their businesses and provide exceptional customer experiences in a socially enriched work-at-home environment.
Aside from these employee-centered initiatives, Teleperformance also exhibits its excellent leadership in championing environmental sustainability by sourcing renewable energy from AboitizPower (AP) retailer Adventenergy, Inc. In this move for sustainability, Teleperformance will utilize 100% Cleanergy – which is AboitizPower’s brand for renewable energy – to operate their Bacolod and Sucat offices. The company has also set its sights on switching more offices to Cleanergy in the coming years. With this switch to Cleanenergy, Teleperformance pioneers the climate scene in the country as one of the first Business Process Outsourcing (BPO) companies to utilize Renewable Energy in their operations. With the usual round-the-clock energy consumption of BPOs, Teleperformance’s switch to renewable energy becomes a significant contributor to helping decarbonize the country. Moreover, the company hopes to inspire other BPOs in the country to initiate the same climate-conscious efforts.
As one of the most prominent BPOs in the country, Teleperformance also amplifies its participation in nation-building by adding climate action as part of its commitment to the environment through the Citizen of the Planet initiative. Geared towards minimizing the company’s environmental impact and caring for the planet, this global initiative by Teleperformance oversees the company’s environmental awareness efforts, carbon reduction targets through the Science Based Targets initiative, participation in the Climate Pledge, and supporting its clients’ sustainability goals across all business functions.
Championing the talents and skills of Filipinos on a global scale, Teleperformance Philippines offers offshore solutions not just domestically, but also in North American, Australian, Asian, and European markets. With its wide reach, the company delivers consistency and excellence in managing all aspects of the customer relations cycle for brands aiming to deliver superior customer experiences.
It also continues to be a global leader in outsourced customer and citizen experience management and advanced related services by serving as a strategic partner to the world’s largest companies in many industries. Through its One Office support services model, the company combines end-to-end digital solutions with a unique and comprehensive high tech, high touch approach to ensure successful client interaction and streamlined company processes.
For its clients’ and customers’ convenience, the company always emphasizes a “Simpler, Faster, Safer” process in its business operations that utilize state-of-the-art technological solutions and compliance with the industry’s highest security and quality standards, based on Corporate Social Responsibility excellence. In 2021, Teleperformance reported consolidated revenue of €7,115 million and a net profit of €557 million across its offices in 88 countries with almost 420,000 employees.
Aside from its numerous and consistent Great Place to Work™ recognitions, Teleperformance’s Philippine branch also amassed accolades from different aspects of the industry. From 2012 to 2021, the company received the Frost & Sullivan Asia Pacific Contact Center Outsourcing Service Provider of the Year Award for its significant performance in revenue management, market share, capabilities, and overall contribution to the contact center industry. It was also hailed Outstanding Employer and Outstanding Community Project of the Year by the Philippine Economic Zone Authority (PEZA), the Top Employer of the Year, as well as Diversity Company of the Year and Corporate Social Responsibility Circle of Excellence at the Asia CEO Awards, and the Outstanding Volunteer by the National Economic Development Authority.
In its continuous pursuit of excellence and growth, Teleperformance remains faithful to its shared values and commitment to employee-driven success. With ethical hiring practices, employee empowerment, and inclusive policies ingrained in its company culture, Teleperformance continues to be solid proof that companies and their employees must grow together to reach greater heights and enable a globally-awarded productive workplace.