Gurgaon BPO TP awarded $3000
By Pulkit Sharma

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.

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BPO Teleperformance had initiated a competition in Sept, 2011, between its Bacolod Site in Philippines and its Gurgaon Offices in India to give even better service to their common client Adobe.  Adobe has outsourced to Teleperformance, which supports Adobe from its offices in Bacolod and Gurgaon.  

The competition was to get the fewest complaints from Teleperformance Philippines and Teleperformance India being escalated directly by the customers to the client Adobe. Even though Adobe has outsourced to Teleperformance, Adobe clients can escalate any issue they have raised with Teleperformance to Adobe itself.  Such complaints are known as Client Quality Assurance (CQA) escalations

The competition between Teleperformance Philippines and Teleperformance India was to get the fewest CQA’s.  Not only are CQA’s a reflection of the user’s unhappiness, they also affect the revenue that Adobe gives Teleperformance to look after its users. When the competition between India and Philippines was launched, the prize announced was $6000.  The country branch of Teleperformance which got the fewest CQA’s between Oct – Dec, 2011 would win $6000 for its Process.  But the final total prize was bumped up to $9000.

In that specific quarter, Teleperformance Gurgaon got approx 250 CQA and Bacolod Site got only 178 CQA.  Bacolod Site won the competitions and its prize $6000. However, considering the large numbers of CQA which every site got in the past which was as much as 150 plus CQA’s a month, both the sites showed a huge improvement.

Adobe was very pleased with the record low CQA’s in Gurgaon as well.  So much so that it gave $3000 to the Gurgaon site was well.  The reward for the hard working Agents at the Adobe Process at Teleperformance Gurgaon? A Liquor party at Café Ion in Gurgaon.
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