Case Study: Teleperformance achieves rapid national-scale pandemic contact center scaling and 2,000‑agent remote ramp‑up with NICE Systems (CXone)

Teleperformance Steps Up to Meet a National Crisis

Teleperformance, a global leader in business process outsourcing with more than 420,000 employees, was the prime supplier for multiple UK government Covid-19 initiatives when the pandemic triggered an unprecedented surge in demand for healthcare contact center services. Its existing on-premises telephony could not absorb the spike, and the company needed rapid scalability, resilient remote-work capability, and coordination across multiple BPOs to maintain service and protect staff.

Working with Route 101, Teleperformance deployed the cloud-based NICE CXone platform within five working days, enabling rapid onboarding and a mixed environment for 10 collaborating BPOs. The solution transitioned nearly 2,000 agents to remote work in days, doubled service capacity in three weeks, and supported over 48,000 agent accounts in 12 months—allowing fast, cost-effective bulk configuration, improved routing, and a major contribution to the UK’s national pandemic response.

Teleperformance

James Timms

Chief Information Officer