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May-July 2022

Teleperformance’s robotic process automation increases job satisfaction

Robotic process automation (RPA) has vastly improved the job satisfaction and opportunities for humans at customer services provider Teleperformance. The company initially introduced an RPA project, using software from UIPath, at its operation in the Netherlands, and following its expansion across Europe, the project now has the attention of its global human workforce of about 400,000 people. In fact, rather than spread fear of jobs being taken by robots, staff are competing to think up the best new roles for their robotic colleagues. Danny Kuivenhoven, head of digital transformation at Teleperformance, which provides outsourced customer services to its business clients, including global 500 organisations, started at the company in 2011 as IT services manager. He told Computer Weekly: “RPA was a natural journey because automation has always been in our DNA.” The first RPA projects set out to cut costs, and he began with a project close to home: in the IT department. It started, in 2014, using automation for the provisioning and ...

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