TP: Knowledge Base bonuses
Teleperformance (TP) is one of the biggest BPO’s in the world. It has about 100,000 employees and revenue of 1,800 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 supports a number of clients including Adobe, SanDisk, Alliance One, Telus and Microsoft.
Perhaps, one of the best managed and happy workplace at Teleperformance is its Adobe Support Process at Gurgaon. Its highly skilled workers produce great results every month, and in turn, the performers get great monthly incentives. A Techgoss Tipster tells us that for the month of June as much as Rs. 100,000 was allocated for incentive payments for the Adobe Support Team. This monthly incentive payment, made over and above the normal salary, depends on a minimum of 95 percent attendance, productivity and Csat. There are about 300 people in the Adobe Support Team and depending on how well each person did, he/she could take home an extra Rs. 2500 – 3000.
Even more bonuses were given to the Adobe Support Process in September. In the second week of September, Adobe, USA visited their BPO Teleperformance in Gurgaon. This official visit was to double check the quality and standard of work. These Adobe managers were in Gurgaon for a week, and by all accounts, were very impressed by what they saw at TP.
Adobe’s Knowledge Base is a database which contains articles on the possible issues facing customers while using Adobe software. Teleperformance (TP) employees are helping Adobe to identity mistakes and update articles in this Knowledge Base. Every Adobe employee in the world has access to this Knowledge Base.
The Adobe team from USA was so impressed by TP’s input into their Knowledge Base that they decided to reward the employees who had helped to fine tune the database. 6 TP employees were given ‘Fossil’ watches and laptop bags.
Adobe had also announced a new incentive scheme where TP employees would be given points on the quality of their suggestions to improve the Knowledge Base. Every 400 points would be worth Rs. 4000. And there is no upper limit on the number of points that any employee can accumulate.
The first Knowledge Base weekly bonuses were given in mid-October, 2010. According to a Techgoss Tipster, 25 Adobe Process employees were given Shopper Stop vouchers worth Rs. 1000 – Rs. 7500 for their valuable contribution in fine tuning the Knowledge Base.
Quite separately to the weekly bonuses, Adobe has also decided to give more money to the Top Ten employees working on the knowledge base every fortnight. The best performer will get an additional $100. People ranked between 2-5 will get $75 each. Ranking of 5-10 will get $50.
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