For businesses, the customer is king, and communication is key. Each and every customer is precious to a company, and that necessitates that customer interaction with the company is good as possible. It is, as the slogan of Teleperformance says, ‘every interaction matters.’
Teleperformance is a worldwide leader in outsourced omnichannel customer experience management. By offering customer assistance, technical help, customer acquisition, digital solutions, analytics, back-office, and other specialized services to guarantee constantly great customer encounters, it connects the biggest and most reputable brands on the planet with their customers.
Its Procurement Worldwide Strategic Director, Diana Monterrubio, is responsible for managing global negotiations for all Teleperformance Regions and overseeing procurement standards from a global standpoint. She communicates with the legal division on global agreements for hardware, software, networking, voice, and other types of technology. In order to help local buyers and CIOs fulfill deadlines for international projects, she also looks at operational demands as reported by country or regional CIOs.
In an exclusive interview with CIOLook, Diana shares her insights into the changing dynamic landscape of the Procurement industry.
Below are the highlights of the interview:
Brief our audience about your journey as a business leader until your current position at your company. What challenges have you had to overcome to reach where you are today?
I started in Teleperformance, taking customer service calls as an agent. Growing up in this company has always been a challenge, but it has been a great school for me. Thanks to that, I understand the importance of understanding your business and how it operates.
Tell us something more about your company and its mission and vision.
Each interaction matters, and Teleperformance is committed to making everyone feel heard.
Enlighten us on how you have impacted the procurement niche through your expertise in the market.
I believe the market has impacted me. It has changed so much in the last few years that it is amazing. Three years ago, the world changed, and then, it changed again. Keeping up with it has given me the ability to problem solve better and feel confident when negotiating with my clients.
Describe in detail the values and the work culture that drives your organization.
I believe I can summarize those. We provide a great workplace that is diverse, equal, and inclusive. We strive for a code and policies that align with the United Nations Global Compact principles.
Undeniably, technology is playing a significant role in almost every sector. How are you leveraging technological advancements to make your solutions resourceful?
Data visualization and standardization are key to achieving automation, especially in the BPO business. We are starting to see a huge tendency toward cloud migration to make info accessible and easier to reach. However, this can only be achieved in a safe matter with the correct cybersecurity improvements, like firewalls and reliable VPNs. Data is key, but how we access and protect it is the best way to leverage technology.
What change would you like to bring to your industry if given a chance?
As data is a big part of daily business, so is communication. I know this is a struggle that all global companies have, but improving communication and our channels for it is key to improving all human interactions.
What, according to you, could be the next significant change in the procurement sector? How is your company preparing to be a part of that change?
Change is not going away in this virtual era. However, the current work environment brings unique challenges. I do believe that Procurement leads to crisis recovery efforts. In the past, we have tackled crises with strategies to recover from financial effects. Now we are dealing with a changed world with high levels of inflation, where we need to be creative and preserve resources as we strive to maintain prices and contracts. In my case, I must mention the shortages that were created by the volatile demand in the tech sector, so anticipating our needs and forecasting is key to navigating the current global situation.
Where do you envision yourself to be in the long run, and what are your future goals for your company?
I believe in the tech sector. I am going to be surprised over and over by how the market changes and adapts to our needs. My goal is to navigate these waters in the best possible way.
What would be your advice to budding entrepreneurs who aspire to venture into the procurement sector?
Make a plan and think of what is important to you and how you can use that for your own business. Once you have a plan, the market will change it, model it and complement it. Prepare yourself to learn and to keep on making changes to the original plan, but always remember who you were when you planned it.
