Success Story

Teleperformance India: Strategic Leadership Clarity via Evivve Simulation

COMPANY OVERVIEW

Company

Teleperformance India

Division

Digital Integrated Business Services (BPO/CX)

Location

India (Primary operations)

Teleperformance India, a market leader in the BPO and CX landscape, sought a revolutionary path to solidify its position and scale its ₹1,000 crore ($150 million USD) revenue milestone. Traditional workshops proved insufficient for achieving the necessary cultural cohesion and strategic execution mindset. The company required an intervention that utilized deep behavioral intelligence to align its senior leadership. This case study details the Evolve Transcend Lab, a neuroscience-backed solution that drives strategic clarity in the face of competitive pressure.

KEY CHALLENGES

The company faced a pivotal growth phase defined by aggressive revenue targets and increasing complexity. While leaders possessed high capability, internal behavioral patterns hindered unified action and agility. The organization understood that simple training would prove insufficient, demanding an experiential intervention that surfaced and corrected these crucial blind spots.

The most critical gaps surfaced in four core areas:

Goal Clarity: A lack of cohesive organizational goal clarity across the senior leadership.
Vision Misalignment: Friction between the articulated strategic vision and actual, day-to-day execution strategy.
Collaborative Friction: Persistent gaps in complex problem-solving and collaboration, particularly when leaders operated under real-time pressure.
Future Readiness: A pressing need to build adaptive, future-facing leadership capabilities essential for navigating market volatility.

OUR AFERR BASED APPROACH

The Evivve team engineered the Evolve Transcend intervention as a high-impact, one-day Leadership Lab. This program moved beyond theoretical frameworks, immersing senior leaders in a dynamic, multi-player simulation that mimicked real-world volatility, complexity, and pressure (VUCA). The entire process was meticulously anchored in the neuroscience-backed AFERR Model.

The intervention focused on three integrated phases:

Simulation-Based Gameplay: Three iterative rounds of the Evivve Game System provided a controlled environment for leaders to experiment with strategies, immediately testing the consequences of their decisions.
Strategic Debrief & Realization: Group facilitation harvested deep insights into team dynamics, counterproductive execution patterns, and promoted the Realization of behavioral blind spots.
Executive Coaching & Reflection: Ten high-potential leaders received intensive 1:1 coaching aligned to their behavioral insights, meticulously closing the learning loop in the AFERR Reflection phase.

Key Focus Areas included Goal Setting, Strategic Prioritization, Communication for Alignment, and Executing Under Pressure. The structure ensured that leaders aligned not just on what to achieve, but how they collectively think, act, and lead.

“ We were able to align on goals, as well as on how we think, act, and lead. It’s rare to experience that level of clarity through a single program. What stood out most was how quickly our patterns surfaced under pressure; it felt real, and it made alignment inevitable. ”

Senior Vice President

Teleperformance India

ORGANIZATIONAL IMPACT

The Evolve Transcend program catalyzed profound, tangible shifts in leadership behavior, directly contributing to Teleperformance India’s strategic goals. The behavioral data, captured in real-time within the simulation, provided a clear mandate for change that traditional methods fail to deliver.

Key Shifts Observed

The data showed significant and immediate behavioral calibration across the leadership cohort:

Shared Vision & Alignment: Leaders reported enhanced clarity on core business objectives and strategic priorities, moving from a fragmented understanding to unified purpose.
Communication Efficiency: There was a strong, measurable uplift in openness, active listening, and the use of clear alignment cues within high-stakes dialogue.

80%

Actionable Shift Taken

Participants applied one actionable shift in communication or decision-making patterns post-Lab.

Strategic Confidence: Participants demonstrated higher confidence in strategic thinking, particularly when coordinating and delivering Key Performance Indicators (KPIs).
Adaptive Challenge Response: Leadership showed a stronger, more adaptive, and coordinated response to unexpected complexity, translating theoretical knowledge into practical agility.
Behavioral Commitment: An impressive 80% of participants immediately implemented one actionable shift in their communication or decision-making patterns post-Lab, demonstrating genuine learning transfer.

Conclusion

The initiative provided the essential cultural cohesion and strategic focus required to navigate the pivotal growth phase. Teleperformance India subsequently sustained its growth momentum, reinforcing its strategic market position and doubling down on innovation. The Evivve intervention successfully transformed latent, counterproductive behavioral patterns into a powerful, unified engine for strategic execution.