SUCCESS STORY TELEPERFORMANCE
How Teleperformance built a unified speak-up program for nearly 490K employees
Teleperformance runs one speak-up program across nearly 490K employees in nearly 100 countries. Here’s how they replaced technical debt and manual case routing with infrastructure that holds up to a DOJ review.
A speak-up program is the confidential reporting infrastructure that allows employees to raise concerns about misconduct, ethics violations, or compliance risks — and be heard. For multinational employers, it must operate across jurisdictions, languages, and acquired entities while meeting regulatory standards like the DOJ’s Evaluation of Corporate Compliance Programs and the EU Whistleblower Protection Directive. This is the story of how Teleperformance built that infrastructure for almost 490K employees across 100 countries.
THE CHALLENGE
The risk of technical debt in global compliance
After acquiring Majorel (~80,000 employees), Teleperformance needed to fold an entirely new workforce into a single, consistent speak-up program – without creating a two-tier experience for reporters.
Running a confidential reporting program for nearly 490K across nearly 100 countries is an operational challenge most compliance teams never face. For Teleperformance, the difficulty wasn’t willingness – it was infrastructure.
The existing platform had accumulated the kind of technical debt that compliance teams know well: a rigid architecture that resisted customization, and an admin layer that required significant manual effort to keep current. When a report came in from the Philippines or Peru, routing it to the right investigator took multiple manual steps. It was someone’s job — and that someone could make an error, miss a deadline, or simply not be available.
For US-based compliance leaders, this isn’t an abstract problem. The DOJ’s Evaluation of Corporate Compliance Programs asks directly whether a company’s reporting mechanisms are accessible, non-retaliatory, and properly resourced. A platform that creates friction at intake, or delays routing because of manual workarounds, is a documented gap in program design. It’s the kind of thing that surfaces during a government investigation and becomes Exhibit A.
As Teleperformance continued growing through acquisition, two failure modes converged: the platform couldn’t easily scale or modernize, and it couldn’t absorb new business units without significant manual intervention. The program needed to be rebuilt on a foundation that could grow.
We needed a speak-up system that could match the scale and complexity of our global workforce. Today we operate an effective, consistent program across nearly 100 countries and 490K employees, with the confidence that every report is handled to the same standard. EQS gave us the infrastructure to make that possible.
THE SOLUTION
Why Teleperformance selected EQS Integrity Line
EQS Integrity Line supports native-language reporting across 90+ languages and dialects — including end-to-end phone reporting in local languages for all focus countries. For a workforce this distributed, language access is a legal and ethical prerequisite.
Teleperformance chose EQS Integrity Line to meet the demands of a global enterprise program operating at significant scale. The decision rested on four core pillars:
Centralized case management at enterprise scale
A single platform now handles ethics hotline intake, case routing, investigation tracking, and resolution across all nearly 100 countries. Following the Majorel acquisition, Teleperformance consolidated both workforces into a single speak-up program on one platform. The 14 Majorel subsidiary brands each retained their own reporter-facing intake experience, while all cases fed into the same unified system with standardized case management. For all high-volume countries, phone reporting is delivered as a fully native-language experience from start to finish, a capability that remains uncommon at this scale.
A unified compliance infrastructure
Teleperformance is expanding into Conflict of Interest disclosures, Gift Disclosures, and Policy Management alongside Integrity Line on a single EQS platform. For compliance officers under resource pressure, this matters: fewer vendor contracts, fewer data silos, and a single source of truth for program activity across all workflows, supporting more consistent employee engagement across reporting, disclosures, and policy management on shared infrastructure.
Multi-channel intake
Web, phone, email, and proxy reporting are all supported — with the reporter interface providing case status visibility throughout the process. An employee in a remote country calling in via phone in their native language receives the same structured, confidential experience as someone submitting via web in a corporate office.
AI-assisted routing
When a report is submitted, AI automates the initial classification and short description — saving valuable time in the triage process. The result is faster intake acknowledgment and progression to the investigation phase. This is AI applied to a specific, auditable problem with a measurable output.
THE OUTCOME
A program built to be audited
Teleperformance’s compliance program now covers nearly 490K employees across nearly 100 countries on a single platform — with standardized workflows, data-quality controls, and AI-assisted features that reduce manual intervention in the case management process.
Today, Teleperformance operates one speak-up program. One program, with consistent intake, consistent case management standards, and consistent reporting quality across the entire organization.
Day-to-day difference is visibility and speed. Workflows are standardized by case type and cases are routed through established channels with fewer touchpoints. The platform is designed so that the people running the program can run it.
Building a speak-up culture at scale
A speak-up program only works if employees trust it enough to use it. Each of the subsidiary brands maintains its own reporter-facing intake experience, ensuring employees engage with a familiar interface rather than a generic corporate portal. Every channel reinforces the same message: reports are confidential, retaliation is not tolerated, and every submission is taken seriously. Ongoing internal communications keep the program visible across the organization, so that speaking up feels like a supported act rather than a risk.
WHAT’S NEXT
Building towards a proactive compliance culture
FAQ
Frequently asked questions
Teleperformance’s global speak-up program
Platform transitions in compliance carry real risk: continuity of access, reporter trust, investigator training. How did Teleperformance manage that transition for a workforce of nearly 490K across nearly 100 countries, and what would they tell a CCO who is worried about disruption?
Teleperformance’s team was able to provide the necessary education, heavily relying on training materials offered by EQS — saving time and making the transition process simpler. For reporters, the transition was smooth and resulted in a more user-friendly interface. Some education was needed for case managers, but users quickly saw the benefits and found the new platform easy to use without extra training.
What case management data does Teleperformance’s speak-up program now produce for leadership and the board?
Teleperformance’s speak-up program on EQS Integrity Line produces case data viewable in each reporter’s native language, with on-demand translation into the reviewer’s preferred language — removing a significant time cost from multi-jurisdiction case review. The platform also supports structured data export, which Teleperformance uses to build Power BI dashboards for leadership and board reporting.
Where does AI apply in Teleperformance’s speak-up program, and where does it not?
In Teleperformance’s program, AI handles three specific tasks: translating communications between the case receiver and the reporter, classifying incoming cases (with manual review or adjustment as needed), and generating concise summaries of case descriptions. AI does not replace intake specialist or investigator judgment — classification outputs are always subject to human review, and AI is not used to make case outcome decisions. This is AI applied to specific, auditable tasks rather than to compliance decision-making.
What does Teleperformance expect advanced case management capabilities to improve?
Teleperformance expects advanced case management in EQS Integrity Line to improve three areas: consistency and thoroughness of investigations across jurisdictions, timely case closure, and the ability to split cases or tasks and route them to the appropriate investigators. The underlying goal is giving local case managers autonomy to handle cases appropriately for their region while maintaining global investigation standards.
The highest bar in compliance isn’t just receiving reports — it’s demonstrating a proactive culture where employees trust the system enough to use it. How does the platform help Teleperformance build and measure that trust, and what does a “mature” speak-up program look like at Teleperformance’s scale?
Access restrictions are implemented to ensure that information is available only to individuals with a legitimate need to know. The platform allows reporters to submit information anonymously by setting their own unique password and facilitating confidential communication via the Secure Inbox, whether anonymously or otherwise. This system supports the analysis of case volume, allegation patterns, substantiation rates, anonymity statistics, and reporter engagement, each serving as potential indicators of trust.
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