Teleperformance Portugal, a leader in providing digital integration services, implemented in Portugal in September 2019 the Teleperformance Cloud Campus, a new business model, which is already in operation with 6 customers from different sectors, and which allows its employees provide customer experience, back-office services and knowledge services, in the cloud and always as a team, from home.
Based on various collaborative tools, the Cloud Campus concept allows team members to be in permanent contact, in a virtual work environment, from any geography in the world.
- Cloud Campus is Teleperformance’s new business model, which allows the hiring, training and management of customer experience, back-office services and knowledge services teams remotely;
- By the end of the year, the company expects to have around 4000 employees operating from this model.
In addition, the entire process of hiring, training and managing teams of specialists is carried out remotely.
In this way, Teleperformance Portugal presents its customers and employees with an operational model that goes beyond the existing traditional models and maintains the standards of safety, performance and operational control.
Combining the latest technological developments (5G internet, increased quality of videoconferencing solutions, collaborative platforms, the massification of laptops, etc.) and ever-changing work culture, which values flexibility in schedules and freedom of choice of location to reside, made it possible to build that model.
According to João Cardoso, CEO of Teleperformance Portugal, “Cloud Campus emerges as a structured response to the growing trend of placing employees in the home office to ensure a more sustainable balance between professional and personal life. In that sense, we are convinced that this new model will allow us to connect with an increasingly talented, qualified and motivated workforce ”.
The Teleperformance Cloud Campus started to be thought and developed in 2019, long before and without any perspective of the current pandemic Covid-19, which we experienced for the first time worldwide. “I am convinced that this innovative model will be a competitive advantage for Teleperformance. First, it was developed to be a resilient and flexible business model, in order to avoid the risk of interrupting a company’s operations. It allows you to easily adjust the work provided according to the needs of each client and, finally, meets the needs of current professionals who value their space and their time management according to their priorities, never compromising the development of their professional career ”, explains the CEO.
To conclude, João Cardoso points out that “we intend this to also be a sustainable and inclusive model, because it contributes to the reduction of our ecological footprint – by reducing the mobility of employees, giving them the possibility to live and work in more rural areas. , and gives the opportunity for people with physical disabilities to develop a career in the area of customer experience ”.
Teleperformance is a leading global group in providing digital integration services in the areas of customer experience, back-office services and knowledge services. In Portugal, the company currently has more than 10,000 employees of 95 nationalities, providing services from 12 highly technological buildings, located in different points of the national territory.
Present in the country since 1994, Teleperformance Portugal is the market leader, combining the High Tech High Touch approach with Lean Six Sigma methodology, and offers integrated solutions for managing the customer experience at the levels of the domestic market, from nearshore (for the market with proximity) geographic) and offshore (for distant markets).