Great Workplaces™ Care in Action – Teleperformance Philippines

Xyris Tapia

Author

Employees’ Safety Always Comes First

At the onset of the COVID-19 epidemic in early February, Teleperformance Philippines, a worldwide leader in outsourced omnichannel customer experience, activated its Business Continuity Plan to address key operational areas such as human capital protections, process and business functions, client management, and organizational communications.

They immediately organized a COVID-19 response team responsible for establishing preventive guidelines to ensure the safety of employees in each of their 21 sites across the Philippines. Among the measures taken were frequent disinfection of facilities including common areas and individual workstations; distribution of supplies such as hand sanitizers, liquid soap and surgical masks; separate waste disposal bins for used supplies or worn materials; and screening of everyone entering a Teleperformance facility for elevated body temperatures using reliable scanning equipment.

In compliance with the Enhanced Community Quarantine, work-from-home capability was activated where possible, social activities were suspended, over 100 shuttles were deployed nationwide to ensure safe and effective travel to and from their sites, and a travel prohibition policy was put in place to ensure team members wouldn’t get stranded away from their families. Scattered seating and physical distancing were enforced to increase the amount of personal space for each employee who is still able to report to the Teleperformance site safely.

A Big Teleperformance Family

Like many others, the quarantine disrupted many of their employees’ daily work schedules. Transportation restrictions and strict lockdown regulations in certain communities meant that some associates were unable to report for work, and as a result, their salaries were impacted. The company’s response to ease the financial burden included the release of financial benefits such as prorated 13th month pay and leave conversions, as well as communicating and assisting with available government loan mechanisms.

For those who volunteered to report for work onsite, Teleperformance offered premium incentives such as complimentary full board meals, sleeping arrangements, and free laundry service, as well as a guaranteed salary deferential. The shuttle fleet was also bolstered to serve their people, and maintenance and cleaning of these shuttles was strictly supervised.

With no stone left unturned, Teleperformance has also provided a 24/7 hotline which employees can call for concerns and inquiries. Social media channels have been kept available, and frequent employee communications and updates are being delivered through numerous channels, including the employee intranet, newsletters, SMS blasts, emails, and both digital and printed bulletin boards.

Overseeing all these efforts is the COVID-19 Enterprise Committee, comprised of senior leaders across all functions of the organization. They meet daily to monitor the COVID-19 situation and provide support and direction to mitigate challenges and relay developments. They proactively share best practices and disseminate accurate data to the Teleperformance community.

“Let’s take care of each other. Let’s be human together. And let’s remember that no one within our
extended Teleperformance family is facing this crisis alone”.
— Daniel Julien, Teleperformance Chairman and CEO

Commitment Shining Through

As shared by many members of the Teleperformance family, the COVID-19 crisis revealed the depth of adaptability, flexibility, and collaboration that they were all capable of. People from different teams pitched in together, went beyond the normal bounds of their roles, and volunteered to assist in completing different tasks. Operations and Support leaders helped in sourcing supplies that the Facilities team needed for the sites. Many volunteered to deploy workstations and transport logistics. Some chose to endure being away from their families throughout the quarantine period.

“All hands are on deck, and yet to our amazement, we
continue to prevail over the challenges posed by these trying times,” 

-Hector Miranda, Organizational Development Manager for Teleperformance Philippines.

Indeed, teamwork, camaraderie, trust and commitment are pulling Teleperformance through this crisis, and with the teamwork the Teleperformance family has exhibited, they are confident that COVID-19 will make  Teleperformance an even greater place to work for all.

Xyris Tapia

Author

Great Place To Work identifies Best Workplaces™ in Asia by surveying over 1 million employees in Asia and the Middle East about the key factors that create great workplaces for all and analyzing company workplace programs impacting over 4.7 million employees in the region.

To be considered, companies must first be identified as outstanding in their local region by appearing on one or more of our Best Workplaces lists in Greater China (including China, Hong Kong and Taiwan), India, Indonesia, Japan, Kuwait, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Sri Lanka, UAE, Vietnam during 2021 or early 2022.

Companies rank in three size categories: Small and Medium (10-499 employees); Large (500+); and Multinational. Multinational organizations are also assessed on their efforts to create great workplaces across multiple countries in the region. They must appear on at least two national lists in Asia and the Middle East and have at least 1,000 employees worldwide with at least 40% (or 5,000) of those employees located outside the headquarters country.

Great Place To Work identifies Best Workplaces in Asia™ by surveying 2.1 million employees in Asia and the Middle East about the key factors that create great workplaces for all and analyzing company workplace programs impacting 5.9 million employees in the region.

To be considered, companies must first be identified as outstanding in their local region by appearing on one or more of our Best Workplaces lists in Bahrain, Greater China (including China, Hong Kong and Taiwan), India, Indonesia, Japan, Kuwait, Oman, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Sri Lanka, UAE, Vietnam during 2022 or early 2023.

Companies rank in three size categories: Small and Medium (10-499 employees); Large (500+); and Multinational. Multinational organizations are also assessed on their efforts to create great workplaces across multiple countries in the region. They must appear on at least two national lists in Asia and the Middle East and have at least 1,000 employees worldwide with at least 40% (or 5,000+) of those employees located outside the headquarters country.

For All™ Methodology

Great Place To Work, the global authority on workplace culture, determined the Philippines Best Workplaces™ 2023 List by conducting annual workforce studies through our Trust Index Survey™ and Culture Management platform Emprising®, representing the voices of over 450,000 employees across the Philippines.

Employees responded to over 60 survey questions describing the extent to which their organization creates a great place to work For All™, meaning that the company empowers all individuals to reach their full human potential. Eighty-five percent of the evaluation is based on what employees report about their experiences of trust and reaching their full human potential as part of their organization, no matter who they are or what they do. We analyze these experiences relative to each organization’s size, workforce makeup, and what’s typical in their industry and region. The remainder of the evaluation is an assessment of all employees’ daily experiences of the company’s values, people’s ability to contribute new ideas, and the effectiveness of their leaders to ensure they’re consistently experienced.

To ensure surveys truly represent all employees, we require enough people in each organization to respond that results are accurate to a 95% confidence level and 5% margin of error or better. We review any anomalies in survey responses, news, and financial performance to ensure there aren’t any extraordinary reasons to believe we couldn’t trust a company’s survey results.

For All™ Methodology

Great Place to Work, the global authority on workplace culture, determined the Philippines Best Workplaces™ 2022 List by conducting annual workforce studies through our Trust Index Survey™ and Culture Management platform Emprising®, representing the voices of over 130,000 employees across the Philippines.

Employees responded to over 60 survey questions describing the extent to which their organization creates a great place to work For All™, meaning that the company empowers all individuals to reach their full human potential. Eighty-five percent of the evaluation is based on what employees report about their experiences of trust and reaching their full human potential as part of their organization, no matter who they are or what they do. We analyze these experiences relative to each organization’s size, workforce makeup, and what’s typical in their industry and region. The remainder of the evaluation is an assessment of all employees’ daily experiences of the company’s values, people’s ability to contribute new ideas, and the effectiveness of their leaders to ensure they’re consistently experienced.

To ensure surveys truly represent all employees, we require enough people in each organization to respond that results are accurate to a 95% confidence level and 5% margin of error or better. We review any anomalies in survey responses, news, and financial performance to ensure there aren’t any extraordinary reasons to believe we couldn’t trust a company’s survey results.

Categories:
These organizations’ assessment is based 100% on employee responses to the Trust Index survey.

  • Small 10-99 Employees

For larger organizations with more than 100 employees, we also use our Culture Audit™ tool, asking organizations to share with us their practices, policies, and programs to create a great workplace For All™ and evaluate the approach they take.

  • Medium 100-999 Employees
  • Large 1000+ Employees

Why do you say in one place your national list scoring is based on 85%/15% and in another place that it is 75%/25%?

We are explaining two different things:
1.  The criteria we evaluate

  •  85% concerned with Trust and Maximizing Human Potential and
  • 15% concerned with everything else

2.  Where the data comes from

  • 100% Trust Index for organizations with less than 100 employees
  • 75% based on the Trust Index survey analytics and 25% based on responses to the Culture Audit for organizations with more than 100 employees.
For All™ Methodology

Great Place To Work, the global authority on workplace culture, determined the Philippines Best Workplaces™ 2023 List by conducting annual workforce studies through our Trust Index Survey™ and Culture Management platform Emprising®, representing the voices of over 450,000 employees across the Philippines.

Employees responded to over 60 survey questions describing the extent to which their organization creates a great place to work For All™, meaning that the company empowers all individuals to reach their full human potential. Eighty-five percent of the evaluation is based on what employees report about their experiences of trust and reaching their full human potential as part of their organization, no matter who they are or what they do. We analyze these experiences relative to each organization’s size, workforce makeup, and what’s typical in their industry and region. The remainder of the evaluation is an assessment of all employees’ daily experiences of the company’s values, people’s ability to contribute new ideas, and the effectiveness of their leaders to ensure they’re consistently experienced.

To ensure surveys truly represent all employees, we require enough people in each organization to respond that results are accurate to a 95% confidence level and 5% margin of error or better. We review any anomalies in survey responses, news, and financial performance to ensure there aren’t any extraordinary reasons to believe we couldn’t trust a company’s survey results.

Categories:
These organizations’ assessment is based 100% on employee responses to the Trust Index survey.

  • Small 10-99 Employees

For larger organizations with more than 100 employees, we also use our Culture Audit™ tool, asking organizations to share with us their practices, policies, and programs to create a great workplace For All™ and evaluate the approach they take.

  • Medium 100-999 Employees
  • Large 1000+ Employees