Amit Vohra is the Chief Transformation Officer for Teleperformance India and is an expert in strategy definition and solution design comprising business and technology strategy. His expertise spans large-scale program delivery, setting up and managing operations in a multi-geo model, account management, and business development. Before joining Teleperformance, Amit was associated with Accenture, IBM, American Express, and PriceWaterhouseCoopers. Most notably, as the Global Head of Operations for Accenture Management Consulting’s Capability Network, he set up a team of 2500+ management consultants operating out of 9 centers across 5 countries.
In an exclusive interaction with People Matters, Amit shares his insights on how technology becomes a critical enabler in driving innovation, strengthening collaboration, and leading the business to achieve new heights.
Given your expertise in data and analytics, what are the best practices you would recommend to leaders to derive benefits from HR and people analytics? What are some strategies currently in place at Teleperformance?
Teleperformance is a pioneer in adapting the latest technology to benefit all stakeholders, be it our customers, employees, or clients. With continued investments in RPA, AI, Advanced Analytics, and now Cloud and Metaverse, we are setting benchmarks for industry best practices.
At the core of all this is our investment in our people; we are a people-first company. We pride ourselves on being an equal opportunity provider who believes in cultivating a rich and diverse workforce committed to delivering their best and giving back to the community where we operate. We hire and retain the best talents to deliver exceptional experiences. Predictive analytics and AI-driven interventions within the Hire to Retire process ensure the right talent is recruited and supported with a seamless experience throughout their relationship with TP. For example, we use an analytics-led candidate shortlisting approach followed by an AI-powered skills assessment and automated rollout of offer letters. We also automate the full and final settlement process, including the release of experience letters. Additionally, we focus on our employees’ well-being, learning, and upskilling through various systematic L&D, Training, and Engagement programs.
Our teams go the extra mile to take care of our employees’ mental and physical well-being. Initiatives focusing on positive impacts, such as offering hybrid working models, flexible working hours, or better office facilities, are important for maintaining strong work culture. Working with a diverse and inclusive workforce that reflects our true business values and culture has always been a priority for us.
With the rising emphasis on digital transformation, what is the role of the CTO in balancing sustainability and digitization?
There is no doubt that today’s world is changing very fast. With all businesses on the road to accelerated digital transformation, the CTO is seen as a business enabler within organizations. As digitization picks up pace, technology teams now take center stage.
Teleperformance in India has pivoted into a leading Digital Integrated Services Provider that is agile, responsible, and conscious of the need for empathy when leveraging the latest technology such as distinguished CX, Back-Office, and Transformation Solutions. The CTO in any organization needs to sustain the optimal amount of human touch when implementing AI, Intelligent Automation, Advanced Analytics, and CX consulting for the world’s leading brands.
Finally, what are some words of advice you would share on empowering digitally ready organizations as we embrace the future of work?
According to the NASSCOM report “Technology Reshaping the Future of Work: India Perspective,” approximately 70% of Indian tech companies have adopted a hybrid work model, with 85% of the country’s tech workforce working remotely or in a hybrid setting at present. We believe that companies must collaborate with their teams to ensure they are giving them the tools and training needed to succeed at their job. We are offering flexible working policies that allow employees to split their time between working in the office and working from home as well as providing learning and development resources to enable employees to become more tech-proficient and excel in their careers. What is appropriate for each business will depend on their specific context. Companies need to plan for and respond to the organizational implications of hybrid working on matters such as technology, employee wellbeing, inclusion, and facilities.
It is important to convey to your workforce who you are as an organization and the value your company brings, just as you do to your customers. Keep in mind that your employee is your customer as well.
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