DECEMBER 28th- 2019 - 2nd Issue - TP MAG

Index
Pg. 2 Editorial

Pg. 4 An Amazing Start

Pg. 7 A day in life of a #Teleperformer

Pg. 8 Construyendo caminos en cada interacción

Pg. 11 TP New Brand

Pg. 13 Brand Recognitions

 The digital revolution and
innovation are a reality in the
Contact Center and BPO industry

If we look back, the innovative developments and the

new economies were proposed within the business
strategies as a vision towards the future. Today they
are a reality, gaining such relevance that the
connotation of the industry that we previously knew
as Call Centers changed. Today worldwide is
conceived as technology companies, because the
business dynamics have forced us to demand and
take the Contact Centers to another level.

The customers' needs and the transformation of

companies in this accelerated era, have led us to
develop technological tools within our own
organization to run with the digital evolution
demanded by today's world. Tools that transform and
empower the advisors' and clients' functions,
optimizing processes, response times and efficiency,
all of that finally reflected in the experience of the final
user.

It is here where the customization of

experiences regains relevance,
offering unique interactions is the
key to success

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 La revolución digital y la
innovación son una realidad
en la industria de los
Contact Centers y el BPO

The current reality of the world, the new
generations, the new consumer behavior and the
demanding expectations of customer service
require instant immediacy and productivity.
Digitalization and having everything reachable in a
single click, through virtual applications and
solutions made us change the way we perceive and
offer the outsourcing of services.
It is here where the customization of experiences
regains relevance, offering unique interactions is
the key to success to achieve a true distinction
through each of the channels that today integrate
omni-channel solutions.
That's why our welfare and care of resources
strategy is fundamental, as per that, this principle
must ensure the integrity of our people, where
the DNA of values is the pillar to create a
well-directed and healthy organizational culture.
With all the above we can conclude that the future
is NOW, that innovation and digitalization of the
world is a reality... If we do not convince ourselves
that we are already technology development
companies, we will not be able to change the
panorama of the transformation that we are
achieving as an industry of services and BPO.

For all this to work out, and manage to lead our

industry to reach the highest levels of innovation,
we must understand there is a component that we
should not forget, in which we should focus all our
efforts: The people. Happy employees make happy
clients. CEO Teleperformance CGP Region

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 as far as you

Gustavo Escobar, after living for a while in
Bucaramanga and deciding to return to Bogota, he
began his story in TP in April 2015 thanks to a friend
who recommends him to be part of this company.
Gustavo has experience in the industry in other
organizations, said that Teleperformance caught
his eye for its size, in addition to admiring its
facilities and work environment.
His first campaign became his best school, a solid
team which had a lot of experience in the industry.
Five months later Gustavo got promoted by his
results to a new role: supervisor. In which he found
a group of people with high abilities with
remarkable knowledge in their areas.
Gustavo states that this plan is a process that
every employee should live. It is an opportunity to
meet many people from other areas, operations,
and markets; thus, understand that each role has
a different impact and experience in the company.
JUMP! encloses all his process, it prepared him to
take the next step. It is a program that not all
organizations have, and it is what differentiates
our company. TP thinks about the personal and
professional development of its collaborators.

Subsequently, in June 2016 was transferred to a

new operation in the company. He says it was a
unique experience to be in the implementation
from the first moment; he is surprised at the
capacity of the company of having several efforts
aligned with the same objective, to succeed.
Likewise, having a leader that motivated him to
be part of an internal career plan called
JUMP! which aims to prepare employees to
have a growth plan in the company at a
personal and professional level.

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 as far as you
Each new role is new learning: being ACCM (Assistant
Call Center Manager) allowed Gustavo to face new
challenges as having direct communication with the
client in which each interaction is a new business
possibility. He also affirms that he is in love and
happy with the work environment of his current
project. He has a leader who inspires him every day
and is an example to follow.
Thanks to his pathway within the company and his
experience in different roles; he is currently a trainer
for the JUMP! He teaches three classes: Operations
Supervisor, Principles of coaching and Feedback. "I
am a facilitator whose objective is to guide them in
concepts that TP has taught me. It is a space to share,
debate and learn "
He feels a growth to solve his problems in many
ways, has communication skills that allow him to
listen and thus be able to generate agreements
and negotiations in favor of the two parties.
Highlights the company's spirit to make its
collaborators grow; It is a vote of confidence and
credibility.
"In this process of growth, I have many words of
thanks for many people and leaders who have left
their mark on me, for their unconditional support"
-concludes Gustavo.
"I am a facilitator whose
objective is to guide them in
concepts that TP has taught
me. It is a space to share,
debate and learn "
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 depends on the attitude"
Grisly , laughs and holds in her hands the cell phone,
in there is the photo of her biggest motivation:
Miguel, her five years old son. She joined the
company in 2015, and ever since, began a process of
growth and training that today pays off. Her first role
in Teleperformance was as an advisor, in which she
performed customer service tasks and outbound
calls for marketing campaigns. In this role, Grisly had
the opportunity to develop professionally and
personally. She learned communicational and
emotional skills, that allowed her to grow
exponentially. "Each day you challenge yourself, do
several things at once and learn to save information in
a way that you can't even believe" -Grisly says.
When she was only six months in this position, her
leaders nominated her to take over another one in
the back-office... New challenges in another area of
the company. After being there, she got to the
training team and finished the JUMP! Program with
satisfaction. In February 2018, a year that she
considers amazing, she was approved for the
position and is currently part of a line of service in
the sales area in which she is developing a pilot plan
for the company.
JUMP! is a TP training program, which seeks to
promote a variety of professional and personal skills
in TP employees, with the purpose of preparing
them, so that they can assume other roles that range
from agents, quality analysts, supervisors, trainers,
recruiters, ACM and others.
When it comes to the Teleperformance training
programs, Grisly knows: JUMP! and English
Academy; training process that seeks to
strengthen the knowledge in the English language
in the agents and thus support them to achieve to
be in the bilingual lines currently offered by the
company. Programs that when having the
opportunity, she recommends other people and
especially the agents, since she finds in these a
perfect way to grow and achieve goals: "It seems to
me that these are formations that help strengthen
not only the professional but also the being, in
addition there are processes that go beyond a simple
chair. So, the fact of participating in these programs
has helped me not only to strengthen professional
skills but also personally, especially with the
education of my son, " says Grisly.
”Teleperformance gives
opportunities to
everyone regardless of
race, color, religion,
belief or dress”
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 depends on the attitude"
As to the advances obtained within the training
processes, Grisly adds that the changes are
notorious from the day she started, as she remarks
that today she feels a safer woman, who has more
skills to speak in public, prepare reports and that day
finds in her abilities that in the past she did not
recognize. “The impact of the training processes is that
this allows me to continue growing, for instance, I did
not want to remain as an analyst, I projected myself to
be in another area, and here I am”.
Finally, Grisly shares that will continue to
accomplish each of the objectives self-proposed
within the company, since in the future she would
like to be a Psychologist and work in Recruiting.
That's why she will soon begin her studies to make
this dream come true. As for personal her
projects, she wants to enjoy with her family.

Teleperformance has become the place where Grisly,

a responsible, loyal, committed and fighter-like
woman, as she describes herself, managed with
every step to build and move forward. That is why
she thanks the company and the people with whom
she works since they have allowed her to achieve
each of her goals. ”Teleperformance gives
opportunities to everyone regardless of race, color,
religion, belief or dress. I thank TP, if it were not for this
company, for the people that I have found here, maybe
I would not have achieved something like this.”

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A day in life of a

Pets day and Yo soy Voluntario TP

TP Sports Club Yo soy Voluntario TP

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 A day in life of a

For Fun Festival 2018

Global Initiatives:

On August 19, we recognize the efforts of the

world's humanitarian workers and pay
tribute to workers who risk their lives taking
humanitarian aid to others, as well as every
#Teleperformer that contributes to our
community in initiatives such as Citizen of the
Worldcup stickers exchanging Halloween
World COTW and Citizen of the Planet COTP.

International Go Blue
Peace Day
September 21st
in November
Stop prostate cancer in its tracks.

On September 21 we commemorate this
date, in which we remark the need for the
recognition of peace as part of human
dignity. #Teleperformer: What does the
"Right to Peace" mean?
During October and November, we celebrate the fight against breast
cancer and prostate cancer, raising awareness in the community
about the importance of detection, prevention and treatment. Each
#Teleperformer joins this initiative wearing a pink garment on
October 19.

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 Building paths on each interaction:

CAREER PLAN

The constant reinvention and innovation of the This constant adaptation of the area made possible to
programs for the training area are the two great launch in 2018 the pilot program of TP Innovation,
challenges of 2019. which seeks to promote the culture of innovation,
digitalization, and automation of processes within the
UMP!, Onboarding, & Foundations are some of the organization. Its first edition included 22
best-known programs out of the 6 offered by the #Teleperformers from different areas, who participated
Training area, where each #Teleperformer annually in subprograms such as Six Sigma, which seeks to
has the opportunity to participate in the process of a improve global business processes for greater
career plan within the organization and professional customer satisfaction; RPA, aimed to promote the
and personal development; through experiences of automation of technological processes and Design
value. Thinking, which is committed to the
development of innovative
The growth of the area has allowed it to stand out ideas by collaborators.
internally and externally according to Pilar
Castaneda, Head of Development; reflecting in
thousands of graduates in different programs on the
area in 2018, and more than two thousand
#Teleperformers enrolled to the programs offered
by 2019. Showing constant growth and reinvention.
The area has been valued as a strategic pillar within
the company, and as a leader in training within the
contact center and BPO industry.

Part of the innovation is to continue being leaders in

the market, taking these programs to a virtual
scenario, becoming one of the most important goals
of 2019. Innovate in virtualization, in which the 50 %
of the content is virtual and 50% face-to-face
content, is aimed to adapt these needs in operations,
employees and the industry.

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 Building paths on each interaction:

CAREER PLAN

The challenges continue for the area, Colombia was

chosen for the year 2019 as one of the locations of TP
University, a program that annually summons
between 18 and 20 participants globally to be part of
one of the program's information of global
Teleperformance with high potential in the BPO
sector.

With these news, the Training area of

Teleperformance in Colombia has the opportunity to
open up to a larger strategic commitment, which will
seek a profound renewal and innovation in its Teleperformance Career Plan
programs for each #Teleperformer, who every day
demand a greater personalization and adaptation of
the programs and to their market needs.

TRAINER
FOUNDATIONS

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 The TP New Brand,
a reflection of evolution
The transformation of companies seen from all
perspectives is reflected in their renovations and
in having dynamic strategies that keep pace with a
world of constant and accelerated changes that
demand immediacy and versatility.
In this way we want to preserve the essence that
characterizes a company that has managed to
position itself as a world leader, and thus meet the
demands and expectations of innovation from
different audiences.

The renewal of traditional brands and with a long

A company like Teleperformance, after 40 years of history as TP globally is. brings with it great
existence, in 2018, decided to change its brand in order to challenges, it is a bet to create a new positioning
renew its image and acquire a fresher, friendlier, closer and and remembrance where you have to create
more avant-garde identity according to the marketing strategies strong enough to achieve a
new trends and the new generations positive impact and internalization in front of
that mostly make up the TP different audiences, both internal (employees,
community. current clients and community) and external
(suppliers, media, potential clients, influencers,
among others).

Besides of its flexibility and modernism,

Teleperformance seeks that this new brand
becomes a direct reflection of the transformation
and how the quality of each interaction is relevant
in this new challenge and a differential as an
innovation company.

A brand is built by providing unique

experiences, where knowledge, innovation
and motivation become a source of
leadership and positioning; In this way,
Teleperformance has managed to mark its
differential in the industry in the 76 countries
where it currently is present around the world.

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 The TP New Brand,
a reflection of evolution
n order to achieve the solidity of a company, a These four pillars create the manifesto of the new
long-term strategy must be created, integrating TP brand. That's how the New TP Brand states a
multiple initiatives related to the brand, in which signature, identifying our company today:
the business is aligned with the communication.
The purpose is to valuable relationships between
people and the brand.

The new image of TP was created by its attributes

and pillars that finally reflect the new visual
identity of the company:

1. Global Best practices: TP provides the best

global practices.

2. Human Touch: Unique interactions that

contribute and help people. People are the heart
of the business. We are an empathetic, friendly
and warm brand.

3. Flexibility: Interactions that adapt to the needs

of each client, which can be achieved after many
years of experience and knowledge. Strength in
identity but simultaneously made to adapt
= Flexibility.

4. Quality and Safety: Safe, ethical and efficient

interactions. TP is a reference in quality and safety
standards.

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 Recognitions
Publications in media
Teleperformance Colombia has a presence in
national media of great importance, due to its
recognition as one of the largest employers in the
country.
TP Colombia has developed the #AnAmazingStart
campaign seeking to attract bilingual talent to the
company. Media exposure includes newspapers of
national circulation, radio stations, means of mass
transportation; as well as a strong presence in
channels and digital formats ranging from social
networks to search engines, digital ads and video.
Print Aids

Radio
Radioacktiva
La Mega
La X
Blu Radio

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 Recognitions
Third Party Events
Teleperformance Colombia participated in different events, due to its positioning within the contact
center and BPO industry.

Portfolio Awards
Juan Carlos Hincapié CEO CGP Region Participation in Best Business Leader
Category: Innovation and Customer Service

Omar Ladino Guest Speaker

The new role of the CIO - Chief Innovation Officer
Business Leaders Forum

Brand presence in Buró Fair

in alliance with Blu Radio Station

Participation in the Event of

First Level Managers of National Companies.
Colombia Investment Summit 2018

External recgnitions

Colsubsidio Golf Tournament

Brand presence

Cúspide Bancolombia Awards

Reconocimiento a Diana Escobar,
Director of Bancolombia for her management

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 Lenguages &
employees dialects
DECEMBER 28th- 2019 - 2nd Issue - TP MAG