IT ENABLING BUSINESS GROWTH
CREATING A CULTURE OF EMPLOYEE CARE, RECOGNITION AND REWARDS
Leading Business Growth & Transformation with Advanced I T Solutions
IT AS AN ENABLER TO TOP LINE GROWTH
Capex – Per seat cost reduction on the rate card
Opex – Per seat cost reduction on the rate card
1.6 1.4 1.2 1
1.6 1.4 1.2 1
1.47
1.43
1.31
1.28
0.77
0.73
0.74
0.73
0.8 0.6 0.4 0.2 0
0.8 0.6 0.4 0.2 0
0 . 7
0.64
0.63
0.53
O ur objective has been to provide secure, stable Information Technology (IT) services and infrastructure with optimal costs to meet business requirements thereby enabling the growth and transformation of our businesses. It has been our constant endeavor to support our clients and businesses by driving efficiencies and cost savings via innovative IT solutions and enhancements. Keeping the business requirements in mind, we have been able to successfully bring in cost efficiencies that impact on our Top Line and Bottom Line over a period of time. Below are some of our highlights and areas where we have brought about reductions - Vispi Palsetia CIO, Teleperformance India
Backoffice
DBU Voice
IBU Voice
Backoffice
DBU
Voice
IBU
Voice
Capex Per Seat - Old
Capex Per Seat - New
Opex Per Seat - Old
Opex Per Seat - New
VDI DEPLOYMENT • 13% VDI OpEx Reduction • Global VDI Deployments for
DESKTOP SUPPORT COST • 60% Support Cost Reduction • VDI Deployments: Led to increased span ratio of desktop support engineer to 1:300
TELEPHONY LICENSE COSTS • 21% Aspect License Cost Reduction • License Usage Numbers Economies of Scale • 1500 – 2000 Spare Licenses: Can be redeployed from the repatriated processes
BANDWIDTH REDUCTION
Culture of Appreciation
• ~22% Average Bandwidth Costs Reduction via hard negotiations
Economies of Scale: Led to VDI costs reduction & enhanced refresh rates • Old End Points / Assets deployment capability
Recognizing our Stars and Championing Excellence
W e have witnessed an astounding growth story this year at Teleperformance India, largely scripted by our people, who we believe are the biggest drivers of success at Teleperformance. We follow an overall organizational ethos encompassing communication, trust, and engagement by involving employees in creating an environment where they feel engaged and inspired and stay connected with their leaders. Our single-minded focus on employee care, recognizing and rewarding top performers, and honoring our outstanding people and organizational achievements once again took centre stage in Q3. I am delighted to share that we celebrated TP Star Awards amid much grandeur, recognizing the outstanding accomplishments of Teleperformers across India. Our employees from diverse functions
for further leverage on strategic pipeline accounts
an integral part of our workplace DNA, achieved through meaningful and intentional practices. Another important initiative of our continued people-focused activities is the revised higher coverage and benefits of the EmployeeMediclaim Policy extended to employees and their families. We concluded a triumphant Q3 with various Industry recognitions including Top 15 Best Workplaces in Asia 2 nd time in a row by Great Place To Work ® , 2023 Avtar & Seramount 100 Best Companies for Women in India , Exemplar of Inclusion the 2023 Avtar & Seramount Most Inclusive Companies Index, and Best Organizations for Women feature in The Economic Times Coffee Table Book.
and from all levels made the cut with more than 2,000 people awarded for their accomplishments. In another first, the event was concurrently hosted across 14 sites physically and 16 sites virtually, with real-time live coverage across all these 30 locations . Teleperformance is committed to creating a culture of recognition with employee appreciation being
IT AS AN ENABLER TO BOTTOM LINE GROWTH
NETWORK
Inhouse Skill Retention • Resource transfer from outsourced model to Inhouse Model • 428 roles moved from outsourced model to inhouse RESOURCES
Network – MPLS, Internet and NLD • Hard Negotiations • Economies of Scale
EUR 100K
EUR 750K
• IBU = INR 1.47 Cr / EUR 165K • DBU = INR 3.15 Cr / EUR355K • CRM = INR 2.04 Cr / EUR 230K
TELECOM
VDI • TP India Centre of Excellence Team for VDI • Outsourced Model to Inhouse Model • Discontinuation of services from Ananta VDI DEPLOYMENT
PRI Consolidation • PRI Rental cost Consolidation • PRI Plan negotiation from 25K to 14K • Migration of 38 PRIs • Surrendered 48 PRIs from BSNL
EUR 561K
EUR 335K
OTHER INITIATIVES
Transformation • Onboarding experience program • End to End Process automation • Curtailed TAT from 5 Days to 1 day for APAC email ID creation • Day zero (0) asset handover • HRMS to CCMS Automation • Employee profile • Photo Upload BOT • 7 Man Hours daily Saving • JML BOT runs at 99% compliance for access deprovisioning
DEI – 11%
Vinod Mehta CHRO, Teleperformance India
8 TELEPERFORMANCE INDIA
TELEPERFORMANCE INDIA
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