TP DIGITAL
GLOBAL BUSINESS SERVICES
Simpler, Smarter Solutions for Global Success #TP Vantage
have been executed seamlessly across various towers, setting the stage for further optimization. Our collective effort is now directed towards achieving our end state target for December 2023 of transitioning over 750 roles across these towers. We have already undertaken extensive due diligence in the Philippines, identifying 1,336 resources as part of our Offshore/ Shared Services team, with a substantial number of them supporting CTSS and APAC & Group. Our team is actively collaborating with these teams to validate role requirements and feasibility for the upcoming transition. In line with our commitment to standardization, GBS has made significant strides. We have implemented global rate cards, standardized billing structures, and comprehensive documentation across functions. These initiatives have enhanced transparency and operational efficiency, aligning us more closely with our overarching goals. We have also successfully implemented the reporting dashboard for all towers. This innovative tool provides real- time updates and insights, allowing us to closely monitor and manage our operations more effectively. It includes tracking business matrices such as SLAs and KPIs, enabling data-driven decision-making and facilitating quick adaptations to changing circumstances. As we move forward into the final stretch of this year, I want to express my gratitude to each and every one of you who has contributed to the remarkable progress we have achieved. Our journey is far from over, but with our continued dedication and unwavering commitment to excellence, I am confident that we will not only meet our goals but exceed them.
Q3 HIGHLIGHTS & SIGNIFICANT DEVELOPMENTS
• One GBS: Consolidation of all resources as part of GBS India to drive SU, standardization benefit, cross skill and automation benefits. • 348 Roles Successfully Transitioned across Towers: Training - 127, Parallel Run - 13 & Production – 208. • Completed PH Due Diligence: 1,336 resources identified as part of Offshore/ Shared Services with 1,232 supporting CTSS and 295 supporting APAC & Group. Working with teams to validate the role requirements and feasibility for IN Transition.
Helping businesses unlock Transformative Potential & boost Growth via Innovative Strategies Furthermore, Teleperformance
A s we approach the conclusion of Q3, I want to take a moment to reflect on the remarkable progress that TP Vantage (GBS) has made over the course of this year. It has been an exceptional journey, and I am proud to share some key highlights. Throughout the year, our GBS operations have gained significant momentum. We have remained steadfast in our commitment to streamline our operations across various towers. Our strategy, which places a strong emphasis on immediate cost arbitrage, is bolstered by our dedicated change managers who ensure non-disruptive transitions. Furthermore, we have diligently constructed a robust operational framework, all the while maintaining a sharp focus on performance excellence. As we move forward, our primary focus is on establishing standardized practices, processes, and controls. These will serve as the foundation upon which we will build a core commitment to cost-effectiveness. In the realm of Delivery Readiness for TP Vantage, I’m pleased to share that TP Vantage remains on track. We have a dedicated leadership team in place, and our optimized location strategy is attracting the right talent to support our objectives effectively. We have successfully transitioned over 400 roles to date. These transitions
A t Teleperformance, our intelligent solutions, combined with our expertise and problem- solving approach, have always driven transformational outcomes for our clients. So far, we have delivered more than 450 successful (inclusive of 148 closed) projects . In Q3 2023, our data- driven, digitally powered solutions contributed over €16 Million in total client benefit, and with TP Digital’s leadership steer and unwavering focus on ‘Sell More’ to ‘Win More’ proposal conversion, we have ensured 100% of all deals with >5Mn ACV are CAT 3.
customer service executives to adjust their accents, enhancing our competitiveness in the Indian voice business. Procurement Standardization: Phase II to optimize cash flow and improve compliance. Employee Experience Tracking: Addresses key issues during onboarding and exit phases of employee lifecycle.
has made judicious investments in developing solutions that consistently deliver, meet, and surpass the clients’ needs and provide them with a competitive advantage that allows them to stay ahead of the competition. Considering GenAI’s rapid popularity, we have made significant investments in this space and are utilizing TP Gen AI’s Mail2Summary, Call2Summary, Knowledgebase, and Sentiment Analysis offerings to bring about Gen AI-powered transformation for our clients, and discover new revenue streams exclusive to TP Digital. In addition to this, our TP configuration Backoffice Platform delivered successful outcomes for 21 Clients, 90 LOBs with 4,000+ users, and over 1,000 users moving from TP Legacy solutions. Key highlights from our innovative transformation projects include: •
Delivery Readiness On Track: • Vantage Leadership team
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onboarded; governance model implemented.
Mamta Lamba COO – Global Business Services, Teleperformance India • Standardization: • Global Rate Cards by roles implemented for enhanced transparency. • Standardized Billing Structure to eradicate billing leakages across towers. • Creation of Standardized Documentation across functions: SOPs, Key Stroke Mapping, Performance Baselining, Operational Framework, etc. • Optimized Location Strategy to acquire the right talent pool, including Hyderabad for IT, Jaipur for F&A, and Chennai for Digital. • Green Start Structure implemented across all transitions to track readiness. • Global IT Connectivity implemented to ensure strong global infosec standards and flexibility. • SLA Monitoring implemented through operational governance model.
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DIVISION HIGHLIGHTS
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€16 Mn Benefit Delivered in Q3: Client €13.3 Mn and TP €2.7 Mn TP GenAI: Live in 5 Accounts TP Capacity Management Solution: Phase II functionality delivered with a total benefit of 300K+; global rollout of solution planned as a next step Accent Neutralization: 1 Business Live with 130+ users Procurement Standardization: Phase II delivered with automation of payments to vendors TP Interact-Led QA Automation: Live in 2 Accounts
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TP GenAI rollout across 33 key accounts, with 43 active initiatives for the top four use cases.
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Enterprise-wide Neutralization
Accent
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Amit Vohra CTO, Teleperformance India
Technology
Adoption:
Empowers Indian
TELEPERFORMANCE INDIA
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