Upskilling and developing at scale, online with high engagement and smarter processes
Ben Kirby, Teleperformance
How do you boost the digital readiness of 350,000 people, world-wide? Teleperformance did, to align L&D with the corporate digital transformation strategy. And that meant creating a single, high-quality learning platform for everyone, both improving the learning experience, and enabling consistent, centralised reporting from across the globe.
How did Teleperformance do this, at speed, and at the same time shift the learner experience towards a highly-engaged, self-service approach?
Join Ben Kirby, SVP Global L&D at Teleperformance Group, as he explores the challenges he and his team faced, and examines the benefits of this approach:
• Delivering a high-quality, consistent offering across a large population
• Providing role-specific training programs for all
• Using simulations and gamification as part of the offering
• Ensuring a great end user experience
• The organizational benefits of this approach
Ben is an experienced Learning and Development professional gaining most of his experience within the Contact Centre Outsourcing industry. Having Graduated in Business Administration from Cardiff University, Ben joined a small Outsourcing Organization within the UK where, due to its size, he was able to gain great exposure to all the different functions – Operations, Account Management, QA and of course Learning and Development. It was during this time that Ben identified his future career path and was given further opportunity once this organization was purchased by Capita, the UK’s biggest BPO.
Ben has now been at Teleperformance for over 11 Years. Having initially joined to deliver Leadership Training to Managers across the group, he transitioned to a Global role that was largely focused on consistency in the way in which L&D is delivered globally through Process Enhancement, development of a Global E-Learning Team and building cultural and Career Development Programs.
Ben has been in the SVP role now for 3 years and his first goal was on ensuring that globally we had one central platform for Training and Performance Management to help drive consistency whilst sharing the great content available amongst all our subsidiaries. In January 2019, Teleperformance started working with Saba on a Pilot with our Philippines, Mexico and Egypt operations launching the platform for 50,000 people leading to a Global Roll out in January 2020 leading to his team managing the learning experience for over 300,000 users in 2020, and 330k new users in Q1 2021!