Case Study: Teleperformance China achieves streamlined outsourcing and faster account implementation with Calabrio WFM

Teleperformance China Streamlines Its Outsourcing Projects and Customer Service With Calabrio WFM

Teleperformance China, a major global outsourcing provider with 3,800 multi-skilled agents supporting 11 major and 12 minor projects in 8+ languages, needed to accelerate account implementation and streamline high-volume, complex customer service operations. Its existing WFM setup caused delays (remote shared servers, manual forecasting) that hindered timely project setup and efficient scheduling across multiple contact centers.

Implementing Calabrio WFM with on-site servers and technical consultation enabled faster account setup (business units can be provisioned in a day), quicker reporting and scheduling, and automated forecasting that improved accuracy from about ±15% to ±5%. The solution gave managers better scenario testing and control, reduced implementation delays, and delivered measurable gains in productivity and operational efficiency, with ongoing support and plans to expand agent self-service for improved satisfaction.

Teleperformance

Michael Hernandez

Senior Manager in Workforce Management