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Foreword

Welcome to the inaugural version of Teleperformance’s TAP newsletter, our window into the world of digital transformation.

Transformation can be very broad by definition and mean different things to different people. At TP, our endeavor is to demystify Transformation through our proprietary framework – TAP – T for Technology, A for Analytics and P for Process Excellence – which combines Lean Six Sigma with Design Thinking and offers our Knowledge Services consultants a platform for driving Transformation & Innovation on behalf of our clients.

Our team of 700+ TAP experts around the world, help clients with a wide variety of service delivery transformations on a daily basis. On the Technology front, we leverage Process Mining and Automation platforms to crunch cycle times, AI and Gamification to drive up human productivity, Digital Assistants and Voice- to-Messaging for multi-channel CX, besides exploring new advancements such as Augmented Reality to further enhance the quality of services delivered at a compelling cost-to-serve. Through Analytics, we help our clients improve conversion rates in sales campaigns, improve collections effectiveness while reducing the cost-to-collect, reduce customer churn and improve retention, reduce complaints and improve net promoter scores. Finally, we use Lean to reduce non-value adding activities and reduce cycle times, Six Sigma to eliminate errors and improve FTR and Design Thinking to completely reimagine how services will be delivered in the future.

2020 has been one of the most challenging years in recent history, as the pandemic has accelerated the pace of digital transformation, disrupting industries and businesses of all shapes and sizes. At TP, we genuinely believe that every disruption presents an opportunity. We have been leveraging TAP to make our client delivery operations more resilient than ever before, embracing new CX platforms such as Messaging in a big way, embedding Analytics to make our operations more intelligent and blending in Automation so that humans can focus on adding value to the end customer. Besides, TP Cloud Campus, our market-leading Work At Home platform, has offered our clients the option of having remote, virtual operations as a long-term, services strategy.

I hope you find some of the transformation use cases and original thought leadership in the newsletter relevant for your business and area of focus. Going forward, we will endeavor to bring you more success stories on digital transformation every quarter.

Good luck with your transformation efforts in 2021!

Covid-19 as a Digital Transformation Catalyst

The COVID-19 pandemic has created a ripple effect on businesses, markets, and economies around the world. It has prompted thousands of organizations to rethink their strategies to meet the changing demands of their customers continuously. It has also allowed companies to accelerate their digital transformation further.