For companies to thrive in today’s competitive market, they need to optimize every customer interaction to build strong emotional connections, leading to increased loyalty and, ultimately, brand love. Effective customer experience management (CXM) is essential to boost revenue by encouraging repeat purchases and referrals, while also reducing customer churn by addressing issues promptly. Additionally, it differentiates a company from its competitors and enhances its reputation through positive reviews and word-of-mouth recommendations. Investing in CXM creates a sustainable business model focused on long-term relationships and continuous growth.
As a global leader in digital business services, Teleperformance (TP) connects businesses with their customers through exceptional service, powered by its unique blend of high-tech solutions and human expertise.
TP’s innovative approach leverages the high emotional intelligence of our TP Experts combined with AI, analytics, and automation to streamline operations and deliver exceptional customer experiences. From its award-winning remote work model, Cloud Campus, to its client-centric TP Experts who provide service from the heart to its advanced application of technology, analytics, and process excellence, TP is transforming the industry through innovation under the leadership of Rahul Jolly, CEO of TP in the Philippines.
The Persistent & Compassionate Leader
Rahul’s professional journey across 25+ years has given him the opportunity to manage diverse & progressive roles across organizations like GE Capital International Services, IBM and Aegis / Teleperformance. He constantly looked to upskill himself with relevant and professional certifications including PMP from PMI – USA and Lean Six Sigma Black Belt from Indian Statistical Institute. Rahul also holds his Post Graduate in Management from XLRI -Jamshedpur, a marquee business school in India.
Rahul is part of the global management team at TP and previously part of the Leadership Advisory Council driving transformation initiatives across the organization. Over the years, he has had the privilege of building business units, acquiring new capabilities and leading large and diverse global teams. Each role has brought new challenges and opportunities. The Information Technology and Business Process Management (ITBPM) industry has evolved dramatically since he started. What once was a fledgling sector has become a global powerhouse, and he has been fortunate to be part of this immense growth. The industry’s ability to create jobs, promote economic development, and drive efficiency challenges him to improve every day.
“I have always been motivated by the constant evolution of this industry. There’s always something new to learn, new challenges to overcome, and new opportunities to create.” says Jolly.
A Challenging Role
For Rahul, leading TP in the Philippines is both exhilarating and demanding. The pace of change in the industry has always been fast but more so in recent years, driven by technological advancements and evolving customer expectations.
Balancing the need for innovation with operational efficiency is a constant challenge. Ensuring that thecompany’s people are equipped with the right tools and the right skill at the right time is what keeps Rahul engaged and focused. Also addressing complexities of a global business with operations in a diverse country like the Philippines, presents its own unique set of hurdles.
Yet, says Rahul, the opportunities are equally immense for the industry, and for TP in the Philippines.
TP, throughout its journey, has redefined the customer experience landscape, creating truly exceptional interactions that drive loyalty and advocacy. In combining the power of technology and human ingenuity, it delivers unprecedented value to its clients. Its people are its greatest asset, and investing in their growth and development is essential to its long-term success.
“I believe that the key to overcoming challenges lies in our ability to create win-win solutions. Instead of simply capturing market share, we focus on expanding the overall market by delivering innovative solutions that benefit our clients, employees, and the communities we serve. This requires a mindset of abundance, where everyone wins,” says Jolly.
He feels incredibly fortunate to have an exceptional executive team by his side. Rahul believes they are the architects of TP’s success, constantly pushing the boundaries of what is possible.
“Their strategic thinking, combined with their deep industry expertise, is a true differentiator. Together, we are building a company that not only endures but thrives. With the team we have built, I am confident in our ability to navigate the complexities of our industry and emerge stronger than ever,” he sums up.
Leading through Innovation and Human-Approach
TP is a people company. They are defined by their unique “High-Touch” approach that combines cutting-edge technology with a deep-rooted commitment to human connection.
At the heart of TP’s success is its people. It fosters a culture of empathy, respect, and growth, creating a workplace where its employees feel valued and empowered. It invests in their well-being, offering programs and initiatives to support their mental health and career growth.
And that is the wellspring where its innovative framework draws its success from. TP’s highly engaged and talented people continuously engage in iterative solutions-building for its clients.
“Implementing the latest technology can be fairly simple at the surface, but it’s an entirely different thing to bring about transformative changes at scale. For that, you need highly talented and equipped individuals. That’s where TP thrives,” shares Jolly.
As a preferred partner of global brands, TP is innovating by co-creating solutions with its clients and their customers, leveraging its position to iteratively address pain points, and delivering value beyond its SLAs to all its stakeholders.
Leveraging interaction data from its TP experts, TP Recommender, provides in-depth insight into the “voice of the customer” and matches client needs to TP’s suite of solutions. This way, all its solutions are tailored to client needs, cost-effective, and agile.
“This human-centric approach, combined with our technological know-how, sets us apart and delivers exceptional customer experiences. It’s this unique blend of culture, people, and process that differentiates TP,” asserts Jolly.
Delivering Consistent Quality Service
Delivering consistent, high-quality customer experiences across its global operations is a core tenet at TP. It’s a complex challenge, but one they approach with strategic precision.
First and foremost, global leadership at TP understands that customer expectations vary across cultures. Likewise, operating in over 100 countries and serving over 170+ markets puts them in a position to actively employ this with all their initiatives and programs.
Equally important is its investment in people. TP believes in the power of human connection, mostly in the increasingly digital world. Its “high-touch” approach, combined with a strong emphasis on cultural alignment, creates a harmonious blend of global expertise and local empathy. Its presence and experience operating at over 170+ markets around the world makes its operations resilient, impactful, and sustainable.
Finally, TP’s partnerships with its clients are the bedrock of its success. “Open communication and collaboration are essential. As integrated partners, we gain a deep understanding of their unique needs and tailor our solutions accordingly. Our ability to adapt quickly and fully understand their business speaks to the strength and opportunities that lie within these partnerships,” explains Jolly.
Scalable Solutions
Rigorous testing is at the heart of TP’s development process. It subjects its solutions to rigorous performance and stress tests to identify potential bottlenecks and ensure they can handle increased workloads. This proactive approach allows the solutions to scale seamlessly as the clients’ needs evolve.
TP has also invested heavily in building a flexible, cloud-based platform, TP-as-a-Service. This platform enables it to rapidly deploy and scale its solutions as required, without compromising quality or security. Getting into new technologies requires massive investment and comes with sizeable risks, and giving client exclusive access to its services on demand affords them the flexibility to sustainably grow.
“When it comes to innovation, our philosophy is simple. Be the best in the market. We leverage our position as the premier partner of global brands to offer scalable and adaptable solutions to each of our clients,” says Rahul.
Spotting the Trend
The digital integrated business industry is undergoing rapid transformation and is rife with opportunities in shifting consumer demands. Rahul feels that the paradigm of growth is shifting, and clients are looking for more sophisticated solutions. They’re seeing a shift towards higher-value, judgment-intensive services. To meet this challenge, TP is investing heavily in upskilling its workforce to handle complex tasks and building expertise in specialized domains like healthcare, finance, and technology while at the same time investing in Emotional Intelligence throughout its workforce.
They’re also seeing demand in areas like Finance & Accounting (F&A), Trust & Safety (T&S), and Data & Analytics (D&A). One key area they’re doubling down on here – also connected to the rise of GenAI – is data security and fraud risk management. Their best-in-class security services at TP, despite being a pioneer in emerging technologies, speaks volumes of their commitment to ethically, effectively, and securely leveraging data for clients.
The world is also catching up to integrating sustainability into operations. As a Force for Good, TP in the Philippines has pioneered integrated models of corporate social responsibility. They mobilize the people and invest in the communities, to foster inclusive growth and contribute to a future we all deserve.
Lastly, securing top talent is increasingly competitive. To address this, TP is focusing on talent development and retention. With its cloud solutions, for example, it is leveraging its technological advantage to explore new talent pools and expand its geographic footprint to access a wider talent base.
Supporting Employee Growth
Its people are the heart of TP, and their well-being is its top priority.
Success is not a solo endeavor, believes Rahul. If a business wants to upgrade itself, it’s essential to hire great people and give them the opportunity to make a difference. It is important to invest in high performance talent development to create depth in extended leadership team and support growth. At an overall organizational level – the ability to attract and retain talent is extremely important in a very competitive environment.
“We offer flexible work arrangements that empower our people to manage their time effectively. Recognizing the importance of mental health, we’ve established comprehensive support systems, including access to mental health resources and training for our managers. We prioritize the well-being of our employees and their families by offering competitive benefits packages. Safety is paramount, and our ISO 45001 certification underscores our commitment to creating a secure work environment,” shares Jolly.
Further, TP in the Philippines has created a strong culture of inclusion and belonging through its ERGs such as TP Pride for LGBTQIA+ people and TP Women, providing a supportive space for employees from diverse backgrounds. It remains the largest, seven-time consecutive Great Place to Work certified company in the Philippines, to date. With 88% of its 60,000 employees participating and attesting to their superb experience, TP in the Philippines is proud of being a responsive people company.
Diversity and innovation go hand-in-hand at TP. Rahul exemplifies that a workplace where everyone feels valued and respected is a strategic imperative for driving innovation. Its commitment to Diversity, Equity, and Inclusion (DE&I) is evident in everything it does. From its inclusive hiring practices to its employee resource groups it is creating a culture where everyone feels empowered to contribute their unique perspectives. This commitment extends to leadership, with women and people of diverse SOGIE making up a strong majority (56%) of leaders at TP in the Philippines.
As Rahul is focused on building a high-performance culture that does not celebrate mediocracy, he strongly believes-one of the main reasons for an unproductive work environment is absence of trust. “Once you have trust, you can give feedback openly and you can have professional arguments, and you can still excel together.”
Miles to Go
TP in the Philippines is poised for continued growth and leadership in the IT-BPM industry. With over 28 years of operations in the Philippines, led by world-class talent, TP in the Philippines is fueled by a staunch commitment to inclusive growth.
The team is committed to expand its reach into new sectors and regions and drive robust revenue growth, creating value for its people, stakeholders, clients, and communities.
To achieve these goals, Rahul and the executive team recognize the importance of investing in its people and adapting to the rapidly evolving technological landscape. They’re committed to continue to upskill and reskill the workforce to meet the demands of an increasingly complex industry, while also creating a positive and supportive work environment that fosters loyalty and productivity.
“The emergence of new technologies presents both opportunities and challenges. We believe that by equipping our employees with the necessary skills to leverage these technologies, we can enhance efficiency, improve decision-making, and create innovative solutions for our clients. Our strategy is clear: prioritize our people, leverage technology to innovate, and create immense value for our clients and stakeholders,” concludes Rahul.
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