Teleperformance Samsung has redefined employee well-being, earning the Nurturer Award at the 2024 Centrical SELECT Awards. This recognition highlights their commitment to fostering a supportive and empowering workplace culture. By harnessing Centrical’s innovative tools, they have created a thriving environment that improves employee satisfaction and delivers standout customer experience metrics.
In this blog, we explore how Teleperformance Samsung used Centrical to bridge gaps in their hybrid workforce, foster a people-first culture, and achieve outstanding results in both employee well-being and customer experience. Featuring insights from Marco Brouwer, Contact Center Manager, Teleperformance Benelux, we share details on their journey, key innovations, and the measurable impact of their efforts.
Challenge: Maintaining Connection and Transparency in a Hybrid Workforce
Teleperformance Samsung, a leading contact center partner for Samsung Electronics, faced significant challenges in adapting to a hybrid workforce model post-pandemic. Before the shift, team leaders could engage with employees directly on the operational floor, checking on their well-being and delivering real-time feedback. However, in the hybrid setup, this was no longer possible, and leaders had to rely on scheduled meetings to understand how employees were feeling—an approach that was neither effortless nor scalable.
“We wanted to create a mechanism that made checking well-being seamless,” said Marco Brouwer. “Instead of scheduling meetings, we needed a way to gauge how employees felt as soon as they started their day.”
Another challenge centered around performance transparency. While Teleperformance Samsung had robust data analytics to track behaviors that influenced customer experience, agents could only see their high-level KPIs, such as NPS or first contact resolution. This lack of visibility made it difficult for employees to understand which specific behaviors they needed to improve.
“We needed a platform that not only visualized this behavioral data but also made it actionable and transparent for agents and supervisors alike,” Brouwer explained.
These challenges highlighted the need for a solution that could bridge gaps in well-being and performance visibility while fostering engagement in a hybrid environment.
Key Innovation
Fostering Engagement with Gamification and Personalized Insights
Teleperformance Samsung turned to Centrical to address these challenges, implementing a gamified platform that encouraged collaboration, transparency, and accountability.
“Centrical provided us with a solution to not only visualize performance data but also gamify engagement,” shared Brouwer.
Through Centrical, employees gained clear visibility into the behavioral data driving their KPI scores, enabling them to take ownership of their performance. Gamification elements, like earning points and collecting coins redeemable in a virtual store, inspired agents to improve key behaviors and achieve higher performance outcomes.
Transforming Onboarding with a Modern, Gamified Approach
Traditional contact center onboarding programs—often lengthy and lecture-based—failed to engage new hires effectively, especially those from younger generations. Recognizing this, Teleperformance Samsung redesigned their onboarding process with Centrical, introducing a “TikTok-style” approach that embraced microlearning and gamification.
“People today are used to consuming short, engaging content—like TikTok videos—not sitting through eight-hour classroom sessions for two weeks straight,” said Brouwer.
The revamped onboarding program now features interactive microlearning modules that employees can complete at their own pace. By using Centrical from day one, new hires experience gamified content and earn points, fostering enthusiasm and familiarity with the platform.
“The first thing new employees do is use Centrical for onboarding,” Brouwer explained. “This hybrid approach made training more engaging and efficient, increasing satisfaction and ensuring new hires are quickly integrated into our culture of continuous improvement.”
Supporting Managers with Tools to Prioritize Well-Being
Centrical also revolutionized how managers supported their teams. By integrating daily well-being surveys into the platform, Teleperformance Samsung ensured that team leaders could monitor employees’ emotional and workload-related health, even in a remote setting.
“Each day begins with simple but impactful questions like, ‘How do you feel?’ and ‘How is your workload?’ This allows managers to effortlessly gauge the well-being of their team,” said Brouwer.
Centrical’s tools also ensured managers could focus their attention equitably across all team members, not just those underperforming. The platform provided a clear overview of whom managers had coached and when, enabling them to ensure that every team member received the right level of support and recognition. By fostering fairness and transparency, the platform helped create a culture where employees felt valued and supported by their leaders.
Results: Transforming Employee and Customer Experiences
Teleperformance Samsung achieved measurable success across key metrics:
- +70 NPS: A significant improvement, reflecting enhanced customer satisfaction.
- 84% Great Place to Work Score: Demonstrating an outstanding workplace culture where employees feel supported and valued.
- Improved First-Contact Resolution: Enhanced transparency and actionable insights helped employees resolve customer issues more efficiently.
Beyond the metrics, Centrical strengthened the sense of connection across their hybrid workforce.
“This was a game-changer for us—a solution focused on employee experience. By fostering a workplace where people feel valued and supported, we’ve seen incredible improvements in employee and customer satisfaction,” said Brouwer.
What’s Next: A Copilot for Team Leaders, Freeing Managers to Focus on What Matters
Teleperformance Samsung is looking to the future with plans to integrate Centrical’s new AI Manager Assistant into their operations.
“With the AI Manager Assistant, our team leaders will receive next-best-action recommendations, helping them focus on high-impact activities. This will allow them to spend more time with their teams, prioritizing well-being and growth,” said Brouwer.
The AI Manager Assistant will also simplify team performance analysis by providing actionable insights.
“When team leaders need to analyze performance, they can ask the AI to evaluate their team and receive suggestions—not just on what to address, but also how to coach effectively,” Brouwer added.
This innovation will reduce time spent on low-value administrative tasks, enabling leaders to concentrate on meaningful employee interactions.
Summary: Elevating Well-Being and Performance with a People-First Approach
Teleperformance Samsung exemplifies how a people-first approach, powered by innovative tools, can drive exceptional outcomes across employee well-being, managerial effectiveness, and customer satisfaction. By leveraging Centrical’s gamified engagement platform, real-time behavioral insights, and AI-powered tools, they’ve created a supportive, transparent, and thriving workplace culture that delivers measurable results, including a +70 NPS.
“This platform has become our co-pilot, empowering our team leaders to focus on high-impact activities and fostering meaningful connections with their teams,” said Marco Brouwer.
Congratulations to Teleperformance Samsung on their Nurturer Award. With their commitment to innovation and employee well-being, we are confident they will continue to push the boundaries of excellence in employee experience!
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