Teleperformance is an omnichannel company headquartered in France. It connects the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions. Here are a few details about how RPA has vastly improved the job satisfaction and opportunities for humans at this company.
The first RPA project in Teleperformance started in 2014. It were set out to cut costs in the IT department. It used automation for the provisioning and de-provisioning of staff, a job carried out traditionally by the IT helpdesk. There was a vacancy on the team at the time, and Danny Kuivenhoven, Head of Digital Transformation, convinced the CEO to fill it with a robot. This was welcomed by the other members of staff because the repetitive and laborious nature of provisioning and de-provisioning joiners and leavers was the task nobody wanted to do. The project proved a success through cutting costs, improving accuracy and saving members of the team from having to do the most boring task of all.
A few years later, Kuivenhoven became the head of digital transformation for Europe, the Middle East and Africa, excluding Spain, Portugal, and the UK, and the RPA strategy was expanded. To find more details, visit the source page.
In the region Kuivenhoven is responsible for, the company made operational savings worth €25M through RPA last year. Teleperformance now has RPA centers of excellence all over the world, which all carry out RPA development.