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US-Based Media and Streaming Services Giant Enters New Markets During COVID-19 — On Time, Without Sacrificing Quality or Success

Best Practices & Case Studies

Case study

Teleperformance proactively proposed to move key operational positions and frontline personnel to the Work-at-Home model, anticipating the impact that COVID-19 would have on the customer service industry.

Launching a new product is no small undertaking, even under normal circumstances. So, imagine doing it during a global pandemic.

This multinational media and entertainment group continued the growth of its subscription on-demand streaming services worldwide. With high expectations for expanding their customer base to Western Europe and Latin America, and with less than nine weeks for the full deployment of complex pre-sales and customer service solutions, time was critical.

However, staffing during a global crisis was not easy. The service required a blended shoring model (onshore, nearshore, and virtual) and multilingual agents to deliver support in Spanish, Portuguese, Italian, French, and German while operating across many channels like phone, email, chat, or social media.

Teleperformance proactively proposed to move key operational positions and frontline personnel to the Work-at-Home model, anticipating the impact that COVID-19 would have on the customer service industry.

Services were implemented across key locations throughout Europe and Latin America (including Greece, Italy, Spain, Portugal, Albania, Tunisia, Germany, Colombia, the Dominican Republic, and Morocco).

Our B.E.S.T. Project Management adherence and collaborative working model provided visibility and transparency to all stakeholders. Combined with the agility of work-at-home, this model delivered the right formula for succeeding amid the global crisis.

Teleperformance’s proven recruitment and hiring practices, virtual onboarding, and virtual employee development protocols delivered more than 2,000 qualified and highly trained customer experience advocates in less than seven weeks.

Dedicated operations and support teams offered multiple skill tracks, cultivating a flexible workforce to address real-time volume fluctuations and align workforce culture with the client’s values and needs.

Our performance management process, a daily step-by-step method based on the global best practices, delivered the agility needed to adjust and refine operational performance quickly.

Results Achieved

Experience, process with a can-do attitude, and commitment have successfully delivered our client’s vision on time and with higher quality standards.

Of pre-sales services and support teams deployed one month early

Of recruitment goal achieved

Of agents permanently converted to work-at-home

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