.webp)
Teleperformance has announced the opening of a new multilingual hub in Bali, Indonesia, which aims to offer enhanced customer service to clients in the Asia Pacific region.
The facility, located near Kuta Beach, will house 500 customer experts assigned to support Australia and New Zealand organisations. The experts will deliver services in customer experience management, back-office tasks, and additional areas like integrated sales support and advanced analytics.
Bali's growing tourism sector has contributed to a workforce proficient in over 21 Asian and European languages, which Teleperformance sees as advantageous in enhancing its global service capabilities. The hub is set up to provide 'service from the heart' across these languages, meeting the requirements of a diverse client base.
This site marks the fifth location for Teleperformance in Indonesia, a country where it already employs over 4,500 individuals. The Indonesian operations support a broad range of clients from various regions, including countries like Australia, Japan, Korea, China, Singapore, and the United States.
Richard Valente, Executive Vice President of Business Solutions at Teleperformance, explained the strategic significance of the new hub. "The establishment of our new site in Bali is a significant milestone in our expansion strategy within the Asia Pacific region. The island's rich linguistic diversity affords us the unique opportunity to deliver tailored multilingual services to support our clients' evolving needs," he said.
These customer services will encompass comprehensive care and technical support, leveraging a combination of artificial intelligence (AI) and empathic intelligence (EI) solutions. Valente further clarified Teleperformance's stance on AI within their operations. "While AI is integral to enhancing the efficiency of our services, it complements rather than replaces the critical human element within customer interactions. Human expertise remains vital, especially in offering empathetic and personalised support," he added.
The expansion into Bali follows the recent opening of another Teleperformance site in Jamaica, highlighting the company's ongoing growth and increased service offerings worldwide.
The Bali facility positions Teleperformance to better serve its Australian clients amid a trend where major Australian corporations, such as Commonwealth Bank, are exploring AI technologies like ChatGPT for customer service functions. Teleperformance's new operations in Bali are designed to address this shift while maintaining a personalised human touch.
