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Business News›Tech›Information Tech (IT)›Teleperformance to hire in India,
expand cloud campus

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TELEPERFORMANCE TO HIRE IN INDIA, EXPAND CLOUD CAMPUS

SECTIONS
Teleperformance to hire in India, expand cloud campus
By
Priyanka Sangani

, ET BureauLast Updated: Sep 28, 2021, 04:11 PM IST
Synopsis

TELEPERFORMANCE PLANS TO HIRE MORE THAN 50,000 PEOPLE IN INDIA IN THE NEXT 12
MONTHS, IN LINE WITH THE HEADCOUNT ADDITIONS OVER THE PAST FEW YEARS, INDIA CEO
ADITYA ARORA SAYS.

iStock
Pune: Business solutions provider Teleperformance plans to hire more than 50,000
people in India in the next 12 months, in line with the headcount additions over
the past few years, India CEO Aditya Arora said.

The firm is investing in areas such as artificial intelligence and robotic
process automation, which will do away with certain jobs. but the demand for
non-voice interaction on strategic tasks and customer management roles will
continue. “Voice transactions will go away and non-voice interaction will happen
more, and as an organisation we are gearing up towards providing digitally
integrated services,” Arora said.

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This means training and upgrading employees to enable them to be the single
point of contact for all the customers’ needs, allowing the company to better
utilise its workforce and save costs for the customer.

Arora said he expects to see an increase in back-office work, even as voice
declines. Demand is increasing across verticals, particularly healthcare and new
age companies.

In August last year, Teleperformance launched the Cloud Campus in India, a
virtual platform to help remote teams work more effectively and drive a seamless
customer experience. In addition to customer service, the company is using the
platform to remotely onboard employees.

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“The impact of Teleperformance Cloud Campus in India since its launch in August
2020 has been exceptional. We started with three clients and today our client
base stands at over 50,” said Arora. In the past year, the company has set up
nearly 20 such hubs around the world, including in cities such as Mohali,
Gurgaon, Mumbai, Chennai and Jaipur in India.

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“This change was achieved by leveraging the use of the latest technology that
focuses on emphasising and supporting human interactions, and also by developing
a virtual floor with a permanent, open-line connection to recreate an office
environment that offers zero-disruption services,” said Arora.

The company expects to implement a hybrid working model in the future, which
will make the cloud campus even more important, said Arora. “In a hybrid model,
if two people are working from the office and two from their homes, then this is
the single platform which will uniformly integrate all of us,” he said.

Teleperformance is working on gradually upgrading the platform, based on
feedback from employees and customers.

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