Teleperformance Malaysia emerges victorious at Asian Experience Awards 2024

It has developed several initiatives to improve training turnaround and average handling time, as well as a technology for process improvement.

Outsourcing company Teleperformance Malaysia received the Malaysia Customer Experience of the Year - Outsourcing category title at the prestigious Asian Experience Awards 2024.

One of the key enhancements Teleperformance has implemented is the optimisation of the training turnaround for call centre employees. They have successfully shorted the product training period and new training turnaround time to just 20 working days instead of 40. Additionally, they have also suggested carrying out pre-process training virtually to cater to agents who are hired from abroad.

Whilst it is a fine number for a project prior to go live, backfilling agents due to attrition that coincides with training has been identified as a money-losing gap.

Despite the turnaround being halved and done partially virtual, it has not tampered the quality of modules and the efficiency of training delivery.

Another aspect that Teleperformance has improved is the call average handling time (AHT). The expectation for agents is that the calls are to be handled in less than 520 seconds, but the team has been averaging 657 seconds. It was highlighted that some of the calls were taking more than an hour due to multiple transactions in a single call, and agents required more time to look through their knowledge base.

This has led the company to implement a generative artificial intelligence (AI) tool known in Teleperformance as Generative AI Knowledge Management, an enabled virtual assistant with an interactive knowledge base to improve Time to Serve and agent productivity.

Outcomes of this technology implementation are AHT reduction by about 10% to 20%, as well as capacity release to manage new Lines of Business, increasing the revenue of the programme.

Meanwhile, Teleperformance has also implemented a virtual reality technology to improve its new hire training process. The project is a computer-generated environment with scenes and objects that appear to be real, making the user feel like they are immersed in their surroundings. It provides interactive and immersive experiential learning.

The company has also utilised a gamification portal to assess and improve the agents’ product knowledge. This approach has maximised participation in revision/retention checks, increasing recall and ensuring usual knowledge check activities are kept interesting and adaptable. Additionally, the use of gamified elements in the portal allows for revision outside training hours whilst giving trainers more time off to observe modules effectively.

The Asian Experience Awards celebrates companies that are leading the way in building a sustainable future. It also highlights businesses that demonstrate outstanding commitment and achievement in environmental, social, and governance practices.

The Asian Experience Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2025 awards programme and be acclaimed for providing meaningful brand experiences to stakeholders, please contact Jane Patiag at [email protected].