Teleperformance lets go managers
By Sumir Singh

Teleperformance (TP) is one of the biggest BPO’s in the world.  It has about 100,000 employees and revenue of 2058 mill pounds last year. Established in 1978, its core business spans the full spectrum of CRM/BPO contact center solutions. Teleperformance has a large global footprint in the industry with 276 contact centers, presence in 51 countries, servicing over 75 markets.

Teleperformance India supports a number of clients including Adobe, San Disk, Alliance One, Telus and Microsoft.

Regular readers of Techgoss are well aware that a large number of our articles are crowd sourced.  People send in tips, story ideas and even articles. Many of our contributors have full times jobs in IT - ITES, and so prefer using a pseudonym.  Techgoss has received a detailed Tip, backed up with substantial documentation, about how Teleperformance has ‘let go’ much of its leadership of its Microsoft (Office 365) Process.

In July, 2011, Techgoss had published an exclusive report on how the Microsoft 365 Process went live at Teleperformance.

Teleperformance (TP) was working on the assumption that their Microsoft 365 Process, which launched with a head count of 20, would ramp up to approx 200 employees by Oct, 2011.  But there were very few calls over the months which was not adding up.  When Teleperformance double checked the hardware and software they found a critical server in India had been down for 4 months resulting in Calls not reaching the Agents.  No one had bothered to check this server for months.

End results? Heated words and angry emails on how a computer could be down for so many months stopping incoming messages for assistance and no one noticed!  Most of the senior Managers of the Microsoft 365 Process at Teleperformance were let go.  Senior Manager, Operations and Assistant Manager, Operations, who gave valued service to the company for 6-7 years, have moved on from Teleperformance.

Teleperformance management has decided to move the highly regarded Mr. Dua from the Adobe Process to manage this Microsoft Process.  All these changes happened in mid-Oct to steady this Microsoft Process at Teleperformance.

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