Teleperformance Announces Results of Trust and Safety Global Employee Experience Survey

Regulatory News:

Teleperformance (Paris:TEP), the global leader in outsourced customer and citizen experience management and related digital services, today announced the results of a third-party study conducted by a leading global organizational consulting firm which shows its Trust and Safety division exceeds the benchmarked average for other companies by double-digit margins on key aspects of the employee experience. The findings are part of a review conducted between December 2022 and January 2023.

According to the survey results, Teleperformance employee experience performed high against a number of third party benchmarks including:

• Training to support job performance (33 percentage points above benchmark).
• Fairness in performance evaluation (28 percentage points above benchmark).
• Supervisor performance coaching (23 percentage points above benchmark).
• Awareness of available career paths (22 percentage points above benchmark).
• Availability of information (20 percentage points above benchmark).
• Reasonableness of workloads (20 percentage points above benchmark).
• Resources needed to do jobs well (18 percentage points above benchmark).

The survey was conducted by Korn Ferry, a leading global organizational consulting firm. The survey gathered multidimensional insights from nearly 60% of the Company’s roughly 17,500 Trust and Safety division employees across the globe. Insights were gathered through an online survey, as well as virtual focus groups reaching employees globally and in-person focus groups in locations with a high concentration of content moderators, including Lisbon, Bogota and Athens.

Content moderators said they feel favorably regarding the Company’s support (93%), training (90%), enablement (87%) and wellbeing (85%) initiatives, indicating that many content moderators are aware of and appreciate the measures that Teleperformance has in place to address their unique needs.

Teleperformance Trust and Safety content moderators also responded favorably to factors that can contribute or compromise a sense of wellbeing. The vast majority (85% of employees or more) feel supported by their team members, feel their supervisor is accessible when needed, feel adequately prepared to deal with egregious content, know how to reach wellness coaches and feel they are available when needed, and are able to take a wellness break when needed. The survey results showed Trust and Safety employees speak very highly of the support they receive from their supervisors. Performance targets are not a source of stress for most Trust and Safety employees, with 86% saying their performance targets are realistic and achievable.