Cloud Campus – João Cardoso CEO Teleperformance Portugal explains to Business IT magazine the new business model of remote teamwork launched by Teleperformance Portugal.
Cloud Campus – João Cardoso CEO Teleperformance Portugal explains to Business IT magazine the new business model of remote teamwork launched by the company.
The digital integrated business services company implemented Teleperformance Cloud Campus in Portugal, a new business model that allows its employees to work from home, in the cloud, but always as a team.
It is called Cloud Campus and it is a new concept of work that allows the team members to be in permanent contact, in a virtual work environment, from any geography in the world.
This business model started to be thought and developed in 2019, before the current pandemic, but it adapts well to the needs of the “new normal”.
The work solution allows employees to be in permanent contact with their teams, «thus breaking the feeling of isolation that remote work ends up generating in many people», underlines about the Cloud Campus model – João Cardoso CEO Teleperformance Portugal.
However, the creation of this model resulted from a “growing tendency in the labor market to place employees in a home office to ensure a sustained balance between their professional and personal lives”, explains João Cardoso. This trend was already felt before COVID-19 and the pandemic only accelerated its adoption.
A virtual campus
The aim of the Cloud Campus is that employees can provide customer experience, back-office services and knowledge services from home, while maintaining interaction with other colleagues, as if they are all in the same physical space. João Cardoso clarifies that: «We wanted to recreate a campus in the most realistic way possible, with the design of restaurants and leisure spaces that would allow greater proximity between colleagues, even if they are physically distant».
Cloud Campus – João Cardoso CEO Teleperformance Portugal also says that this is a model that “demystifies the concerns that exist when thinking about working remotely” and that it can be especially beneficial for professionals: “This being a model created thinking in people, we are convinced that the Cloud Campus will not only bring more quality of life and motivation to our employees, but also allow us to connect with an increasingly talented, qualified and motivated workforce, whether these people are in Portugal or anywhere else in the world ».
All remote processes
Teleperformance’s new business model has yet another feature that, at the present time, adapts to new needs, since it allows the entire process of hiring, training and managing teams of specialists to be done remotely. The recruitment and selection process is carried out «with video call interviews, digital signature of contracts, and candidates are provided with a self-service platform that allows them to install the necessary applications to receive training and perform their duties. With attention and care in the onboarding process, before starting the training in a virtual room, a session takes place with the aim of welcoming and ensuring that all conditions are met for the start of training, a step prior to the start of the journey effective workload of an employee », reveals to Business IT, about the Cloud Campus – João Cardoso CEO Teleperformance Portugal.
Focus on quality of service
The Cloud Campus is «innovative» since it brings «a combination of the latest technological developments, such as videoconferencing solutions and other digital collaborative tools, with an emerging home office culture, all without losing the level of performance provided to customers» says the responsable. The quality of the service is really a major concern as well as the company’s culture. “The focus on compliance with the best standards in the industry is maintained using a collaborative communication tool that is essential to guarantee the entire management and motivational culture that we develop with the teams”, he says.
In addition, “all team moments, individual development sessions and feedback are also maintained using this tool, which was the target of a deep customization work that suited it to our reality, DNA and the way we manage our teams”.
In addition, “all team moments, individual development sessions and feedback are also maintained using this tool, which was the target of a deep customization work that suited it to our reality, DNA and the way we manage our teams”.
Multiple benefits
Among the advantages that companies can expect when choosing this model is being “resilient and flexible”, either through the easy adjustment “to the reality of each client”, as well as by responding “effectively to the risk of interruption of operations of a company, which is currently a concern for many businesses», refer João Cardoso.
On the other hand, the official highlights its relevance in terms of sustainability and inclusion as it «contributes to the reduction of the environmental impact, by reducing the use of transport by employees, while giving the opportunity to people with physical disabilities to develop a career in the area of customer experience».
Remote work is here to stay
Currently, Teleperformance Portugal has all employees working from home and teleworking is something that the company wants to encourage in the future: “Operations in the traditional model will not disappear, however we have a very strong ambition to strengthen our remote presence in the coming years, in a model that supports the regional decentralization strategy and adapts our job offer to new generations of customers and employees ».
João Cardoso also makes a point of the situation of the new business model: «Projects by six clients from different sectors are already in operation. At the same time, we are beginning to implement this model in all Teleperformance subsidiaries. Our perspective is that, by the end of the year, we will have around four thousand employees operating from this model and permanently, in Portugal ».
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To find out about all Teleperformance Portugal vacancies, access our recruitment website, here.
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