TELEPERFORMANCE

Multilingual Volume Recruitment

Client Overview

Teleperformance is a global leader in outsourced omnichannel customer experience management, providing services in over 300 languages across 170 markets. The company specialises in customer relationship management, content moderation, and various communication services, making it a critical touchpoint between large corporations and their customers.

Challenge

Teleperformance faced the challenge of rapidly scaling their multilingual customer support team across a new market as they were entering Georgia. The primary task was to efficiently recruit large volumes of staff capable of delivering high-quality customer service with a high level of German language alongside building a back office and HR support team.

Strategy Implemented

GrowMore Recruitment implemented a comprehensive recruitment strategy tailored to meet the diverse needs of Teleperformance

Omnichannel Sourcing Strategy

Implemented a comprehensive omnichannel sourcing strategy to access diverse talent pools on a global scale. This approach utilised a variety of platforms and channels, including international job boards, social media networks, professional associations, and industry-specific forums. By leveraging these channels, we ensured a broad reach, attracting high-calibre candidates from different regions and backgrounds.

Localised Recruitment Drives

Complementing our global sourcing efforts, we conducted localised recruitment drives to attract candidates with specific language skills and cultural familiarity. These drives were strategically designed to meet the unique requirements of each region and target audience. For example, we ran tailored advertising campaigns in local languages and partnered with regional educational institutions, training centres, and community organisations to identify and engage potential candidates.

Regional Expertise

Our recruitment team included regional experts who understood the local job market dynamics, cultural practices, and language nuances. These experts played a crucial role in guiding our localisation efforts, ensuring that our recruitment strategies were aligned with regional expectations and effectively addressed local challenges.

Candidate Engagement

We also organised local job fairs, career days, and networking events to engage directly with candidates and showcase the opportunities available at Teleperformance. These events provided candidates with a chance to interact with our recruiters, learn more about the company culture, and understand the career paths available to them.

Technology Implementation

Developed a bespoke applicant tracking system (ATS) tailored to the specific needs of each recruitment drive segment. This system streamlined the entire recruitment process, from initial candidate sourcing to final hiring decisions. Introduced features such as automated workflow triggers, real-time data analytics, and personalised candidate management, which ensured a seamless and efficient recruitment experience. This not only improved our internal processes but also enhanced the candidate experience, providing clear communication and timely updates throughout their application journey.

Segmented Recruitment Campaigns

Organised the recruitment process into distinct segments tailored to both language and regional requirements. This strategic segmentation allowed us to address the specific needs and preferences of different candidate groups, ensuring a more effective and efficient hiring process. To attract suitable candidates for each segment, we utilised highly targeted marketing campaigns. For language-specific recruitment, we crafted advertisements and outreach efforts in the relevant languages, highlighting the opportunities available and the advantages of working with Teleperformance. These campaigns were disseminated through platforms frequented by speakers of the target languages, such as language-specific job boards, social media groups, and community forums. For region-specific recruitment, we focused on local job markets, using geographically targeted ads and participating in regional job fairs and networking events. We also collaborated with local educational institutions and training centres to tap into pools of qualified candidates

Advanced Screening Processes

Developed a comprehensive, multistage screening process to ensure candidates met Teleperformance’s high standards. This process began with thorough language proficiency tests, designed to evaluate candidates’ communication skills in both written and spoken formats. Following this, we conducted cultural compatibility assessments to gauge candidates’ alignment with Teleperformance’s values and work environment, ensuring a seamless integration into the team. Finally, candidates participated in simulated customer service scenarios, which provided a realistic preview of the challenges they might face and assessed their problem-solving abilities, adaptability, and customer interaction skills. This meticulous approach ensured that only the most qualified and well-suited candidates progressed through the hiring pipeline, maintaining the high-quality standards Teleperformance is known for.

Strategic Testing

Implemented a structured, custom testing solution specifically designed to swiftly assess and integrate new hires into Teleperformance’s operational talent pipeline. This comprehensive testing framework focused on evaluating candidates’ technical skills, problem-solving abilities, and cultural fit, ensuring they meet the high standards required for Teleperformance roles. Additionally, the solution incorporated a robust training and professional development component, offering tailored onboarding programmes that prepared new employees for their specific job functions. By prioritising continuous learning and skill enhancement, this approach not only streamlined the recruitment process but also fostered long-term employee growth and retention.

Services Provided:

Permanent Placements

Focused on building a stable workforce capable of long-term growth within the company.

Contractor Resourcing

Utilised contractors for immediate operational needs, providing flexibility in workforce management.

Staff Augmentation

Augmented existing teams during peak recruitment phases to manage workload and maintain recruitment quality.

Payrolling and HR Support

Managed comprehensive HR services including payroll, compliance, and employee relations, ensuring an administrative process for new hires.

Metrics Achieved

Time to Hire

Reduced the average time to hire from 43 days to 18 days, facilitating quicker market entry.

Cost per Hire

Achieved a 29% reduction in hiring costs through efficient sourcing and bulk hiring strategies.

Quality of Hire

Maintained an average quality of hire score of 90%, with hires demonstrating excellent performance and high customer satisfaction rates.

Retention Rate

Recorded an 87% retention rate over the first year, significantly reducing turnover and associated retraining costs.

Employee Satisfaction Rate

Surveyed post-hire, with an 85% satisfaction rate, indicating effective recruitment and onboarding practices.

Turnover Rate

Kept to a minimal 11%, showcasing successful long-term employment strategies.

Sourcing Channel Effectiveness

Leveraged online platforms, local job fairs, and referral programs, with digital channels yielding the highest success rate.

Outcome

The recruitment initiatives enabled Teleperformance to rapidly expand its workforce in key markets, ensuring a consistent quality of customer service that upheld the brand’s global reputation. This strategic approach not only filled immediate staffing needs but also established a scalable recruitment model for future expansions.

Further Considerations

Based on the success of this project, Teleperformance is exploring further collaborations with GrowMore Recruitment to enhance their recruitment strategy for upcoming expansions into Kazakhstan and Armenian markets. This would potentially involve adapting the existing recruitment models to fit new cultural and linguistic landscapes, ensuring the continued global growth of Teleperformance while maintaining the quality standards that define their brand.

This case study illustrates GrowMore Recruitment’s ability to manage large-scale, multilingual recruitment drives under tight timelines, demonstrating a deep understanding of the client’s operational and cultural needs, which is essential for maintaining excellence in customer service across global markets.