{"id":6332,"date":"2025-10-09T06:16:00","date_gmt":"2025-10-09T06:16:00","guid":{"rendered":"https:\/\/friscotimes.org\/?p=6332"},"modified":"2025-10-14T09:14:03","modified_gmt":"2025-10-14T09:14:03","slug":"how-the-worlds-largest-call-center-operator-is-blending-artificial-intelligence-with-emotional-intelligence","status":"publish","type":"post","link":"https:\/\/friscotimes.org\/?p=6332","title":{"rendered":"How the world\u2019s largest call center operator is blending artificial intelligence with emotional intelligence\u00a0"},"content":{"rendered":"\n

It\u2019s a nervy time to be a frontline worker in a call center or back-office hub. Startups are advertising \u2018AI employees\u2019 and the likes of venture capital firm Andreessen Horowitz are talking of AI \u2018productizing and unbundling<\/a>\u2019 the business process outsourcing (BPO) sector that executes the core functions of corporations around the globe. No doubt customer service, HR, and IT workers in the industry are wondering how their employers will respond\u2014and whether their livelihoods are at risk.\u00a0\u00a0<\/p>\n

\n

At first glance, then, it\u2019s surprising to see the world\u2019s largest BPO firm, \u200b\u200bParis-headquartered Teleperformance, ranking 16th on this year\u2019s Fortune<\/em>\u2019s 100 Best Companies to Work For \u2013 Europe list.\u00a0<\/p>\n

The \u20ac10.2 billion ($12 billion) revenue company, widely known as TP, has managed to keep its 500,000 people happy in the AI age by maintaining a human-centric culture even as it implements AI into internal and client-facing processes.\u00a0<\/p>\n

Alan Winters, TP\u2019s global chief privacy and data ethics officer, and until very recently its chief people officer, says that some employees worry about being displaced by AI, but the key is to be transparent about what you\u2019re using AI for and why. \u201cPeople need to understand what\u2019s happening. They\u2019ll make the decision they need to for themselves, but the more they understand, the less fearful of change they will be,\u201d he explains.\u00a0<\/p>\n

Winters also advocates for brutal honesty, including about what you don\u2019t know\u2014which, in the case of a nascent technology like AI, may be quite a lot. Assuage fears directly, if possible.\u00a0\u00a0<\/p>\n

\u201cAI is not going to replace all of our jobs. It\u2019s going to allow us to put resources where the impact from human interaction will be the most,\u201d Winter says. Sometimes that means automating tasks for efficiency but not core activities that involve empathy and personal connection. In those cases, AI is there to assist or augment.\u00a0\u00a0<\/p>\n

\n
\n

\u201cPeople need to understand what\u2019s happening. They\u2019ll make the decision they need to for themselves, but the more they understand, the less fearful of change they will be.\u201dAlan Winters, TP\u2019s global chief privacy and data ethics officer<\/cite><\/p>\n<\/blockquote>\n<\/figure>\n

He points to recruitment as an example.\u00a0TP uses AI in various ways to improve efficiency and ease the candidate experience, from the job application process to onboarding. But people are still at the center.\u00a0AI doesn\u2019t conduct a video interview, but it does \u2018listen\u2019 to calls between a candidate and recruiter to help the latter make an assessment.<\/p>\n

\u201cI could automate 100% of my recruiting process. But is that what I want the first experience of new employees to be if I\u2019m telling them we\u2019re a people-focused organization and that we value emotional intelligence?\u201d<\/p>\n

Humanity as a competitive advantage<\/strong>\u00a0<\/h2>\n

A business case underlies TP\u2019s principle that technology cannot replace person-to-person interaction. Winters explains that TP sees combining human emotional intelligence (EI) with AI as a key differentiator in a market in which competitors are more focused on using technology to cut overheads.\u00a0\u00a0<\/p>\n

\u201cEver since [founder and CEO] Daniel Julien started the company almost 50 years ago, we\u2019ve had the mantra that if you have happy employees, you will have happy end customers, and therefore happy clients,\u201d Winters says. AI hasn\u2019t changed this view. \u201cWho will our clients want to work with? The companies that are investing in their people, or the ones that say I can do this for the lowest cost, but I\u2019ve taken the humanity out of human interaction?\u201d\u00a0<\/p>\n

To double down on its commitment to human-centric operations\u2014and to reassure employees that it\u2019s serious about its strategic value\u2014TP has begun a culture change program to incorporate EI into its implementation of AI and train its workforce on EI in the AI era.\u00a0\u00a0<\/p>\n

(The training aptly includes a set of AI-generated songs<\/a> to help people remember key messages, with titles like \u201cHeart\u2019s Compass\u201d and \u201cI Know What I Feel\u201d).\u00a0<\/p>\n

As with any change program, measurement matters. Alongside harder metrics like employee attrition, TP actively examines the impact of the training on the workforce and of AI itself. For example, as part of a new \u2018EI index\u2019 metric with Great Places To Work, the company assesses employee understanding and fear of AI, how much they trust what management says about it, and whether they think communication has been transparent enough.\u00a0\u00a0<\/p>\n

Deft implementation<\/strong>\u00a0<\/h2>\n

Winters has several lessons to share with other companies wanting to embed EI in AI. First, be thoughtful about how you implement technology; don\u2019t rush. TP uses a Lean Six Sigma approach to map out processes and analyze where teams have practical issues or where there\u2019s an opportunity to do things differently. It then tests how AI could help support the process\u2014and how people respond\u2014before rolling it out.\u00a0\u00a0\u00a0<\/p>\n

\u201cIf you\u2019re not surgical about where you put AI, we believe that will have a huge [negative] impact on your culture,\u201d Winters says.\u00a0\u00a0<\/p>\n

Second, ensure the whole executive team fully buys into the idea and holds others accountable for implementation. \u201cIf you don\u2019t have 100% support from the executive team, it will not happen, especially with a global company of 500,000 people in 100 countries\u2014that\u2019s a lot of people to get on the same page,\u201d he adds.\u00a0<\/p>\n

Lastly, Winters says it\u2019s essential to approach AI\u2014and EI\u2014with a humble, learning mindset. \u201cFrankly, you\u2019ll make mistakes, but we\u2019re human, we all make mistakes. The key is how you learn from that.\u201d\u00a0\n<\/p>\n<\/div>\n

Fortune Global Forum<\/strong> returns Oct. 26\u201327, 2025 in Riyadh. CEOs and global leaders will gather for a dynamic, invitation-only event shaping the future of business. Apply for an invitation.<\/div>\n\n","protected":false},"excerpt":{"rendered":"

It\u2019s a nervy time to be a frontline worker in a call center or back-office hub. Startups are advertising \u2018AI employees\u2019 and the likes of venture capital firm Andreessen Horowitz…<\/p>\n","protected":false},"author":731,"featured_media":6333,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false},"version":2}},"categories":[6],"tags":[1696,7511,1410,129,1672,4045,4314,6092,3916],"jetpack_publicize_connections":[],"yoast_head":"\nHow the world\u2019s largest call center operator is blending artificial intelligence with emotional intelligence\u00a0 - Frisco Times<\/title>\n<meta name=\"description\" content=\"Since 2023, Teleperformance has been widely adopting AI across internal and client operations\u2014how is the company keeping its people engaged?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/friscotimes.org\/?p=6332\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How the world\u2019s largest call center operator is blending artificial intelligence with emotional intelligence\u00a0 - 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