TP: 34 Agents quit one Process
By Bala Shah

Teleperformance (TP) is one of the biggest BPO’s in the world.  It has about 128,000 employees and revenue of 1553 Million Pounds in the last nine months. Established in 1978, its core business spans the full spectrum of CRM / BPO contact center solutions. Teleperformance has a large global footprint 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, photos, story ideas and even articles. Many of our contributors have full times jobs in IT - ITES, and so prefer using a pseudonym.  A Tipster wrote in

“
Your website Techgoss had exclusively reported how the AT&T Process was being moved from Teleperformance Philippines to Teleperformance (TP) Gurgaon, India.  All going well, this could mean a 1000 plus Process at TP Gurgaon.

You had done a follow up article on Dec 23, 2011 on the promotions at the Adobe Process at Teleperformance and the movement of Director, Operations, Adobe, Mr. Ahluwalia to the new AT&T Process. Honey Pundir also moved from the Adobe Process to the AT&T Process.

I have any update for your readers.

Movement of Senior Managers from one Process to other results in a short period of uncertainty in any Process.

The 3 year old Adobe Process at Teleperformance is undergoing a shake up. After an Agent complained to Management about how some Business KPI’s were ‘economical with the truth’,  the Management (with input from Client) swung into action and have directed that all Subject Matter Experts will have to be logged in for taking calls to help the agents and customers. Earlier these Subject Matter Experts were only managing the teams and used to provide real time second level support on the Floor. But now Agents will have to seek their help on phone rather than face to face contact.  According to talk around the water cooler, our Seniors in the form of Subject Matter Experts are unhappy as in the past promotions to subject Matter Expert meant you no longer had to take calls.  Will some SME’s quit?

Also, Agents calls are being audited by a Quality Analyst who has substantial experience in general but lacks the specifics of this line of Business.

End result? Last month Adobe at Teleperformance recorded one of its highest attrition rates in recent years with as many as 34 Agents resigning from the 180 seater process.
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