Case Study: Teleperformance achieves 9–38% reduction in overtime, 8-point adherence gain and 17% improved back-office schedule conformance with NICE Systems

Teleperformance - Customer Case Study

Teleperformance Brasil, a division of the global customer‑experience leader with 20,000 employees across São Paulo and Natal, faced declining operational and administrative productivity: supervisors were overloaded with manual intraday schedule changes, adherence was low, and back‑office channels (e-mail, chat, social) lacked precise activity monitoring and efficient break and workload scheduling.

Working with NICE, Teleperformance implemented Workforce Management and Desktop Analytics plus an internal analytics platform, centralizing overtime control, tightening adherence and intraday‑change permissions, and empowering WFM for disruptions. The cultural and technological shift boosted agent engagement and decision‑making and delivered measurable gains: roughly 9%–38% lower monthly overtime, an 8 percentage‑point rise in adherence, 17% better back‑office schedule conformance (with some teams up 64%), and up to a 57% improvement in monthly financial results.

Teleperformance

Alfredo Morgado

WFM, Quality and Projects Director