What the Teleperformance (TP) interview is like

The stages, as TP publishes them

In its Open Doors presentations (India and Portugal, 2023), TP describes this process for client-facing roles:

• CV check against the job profile, which is defined together with the client.
• A pre-selection call with the candidate.
• A skills assessment with tests and role-plays: TP says the role-plays assess attitude, listening and behaviour.
• An interview led by a recruiter.
• An operations and/or client assessment.
• Reference and background checks, the offer, and training and "nesting" before you take customers alone.
• For India, TP shows the order: HR screening, language proficiency, functional assessment, onboarding and background screening.

How English is assessed

TP publishes no minimum scores and no CEFR level. A voice-agent job post in India spells out what it checks: in written English, word order, sentence construction and grammar; in spoken English, range, accuracy, fluency, interaction and pronunciation.

TP Colombia asks for "intermediate-advanced" or "advanced" English depending on the campaign, and its blog says the interview is not 100% an English exam and that recruiters do not expect perfection. Some posts in India also ask for typing (for example 15 words per minute at 85% accuracy).

Candidates in India report a bot call, HR, an operations round and the Versant test; in the Philippines and Colombia, an HR screen, a language test and an interview with a supervisor or account manager that includes a role-play.

If you are applying for team leader

TP does not publish the team leader interview stages. Its job posts say what the role expects, and that is where the questions come from:

• Run monitoring and coaching sessions, performance reviews and team meetings (India post).
• Meet the call quality and productivity targets on the operations scorecard.
• Own the team’s CSAT, quality and NPS, the SLAs (turnaround, quality, productivity, attendance), weekly quality audits, attrition tracking and monthly calibrations (Operations Supervisor post, Canada).
• Master everything an agent does: the India post asks for it explicitly.
• Candidates report 2 or 3 rounds (a one-to-one, HR and sometimes a reasoning test) and questions on service-level drops, attrition, absenteeism and shrinkage.

Typical questions

For agents, the first four are quoted by TP Colombia’s own blog; the rest are candidate reports, paraphrased:

• "Tell me about yourself." "Why do you want this job?"
• "What are your strengths and weaknesses?" "Why should we hire you?"
• "How would you handle an upset customer?" (often as a role-play)
• "Can you work rotational or night shifts?"
• Team leader: "How would you coach an agent whose quality is low?"
• Team leader: "Your team’s CSAT suddenly drops. What do you do?" "How do you balance handling time against customer satisfaction?" "How do you bring attrition and absenteeism down?"

TP’s values

TP publishes five values, each with a line: integrity ("I am transparent, ethical, and trustworthy"), respect ("I treat others with kindness and empathy"), professionalism ("I do things right the very first time"), innovation ("I am curious to bring a positive change") and commitment ("I am passionate and engaged"). An example for each one helps in the HR round.

Tips

• Practise out loud, in the campaign’s language, a 1-minute introduction and your answer to an upset customer: they come up again and again in the tests and role-plays.
• If you are already an agent going for team leader, bring your numbers: quality, CSAT, attendance, and one case where you coached someone and they improved.
• Know your shift availability before the interview: it is almost always asked.
• TP says most management roles are filled internally: if you start as an agent, mention it as part of your plan.

Practise the Teleperformance interview with Entrevia

Type the role and "Teleperformance" as the company, and rehearse the operations interview or the team leader interview out loud with an AI interviewer, in English. At the end you get a scored debrief and one of your own answers rewritten in clearer English, with your facts kept.

You can try a free 7-turn web demo without signing up. A free account gives you 2 full interviews. Premium, in the iOS app, costs US$11.99 a month, US$29.99 for 3 months or US$59.99 a year.

Frequently asked questions

Is the Teleperformance interview in English?

It runs in the role’s language. For an English campaign, the language test and usually the interviews are in English.

What English test does TP use?

TP publishes neither its name nor a score. It assesses spoken and written English; candidates in India report the Versant test.

How many stages does the TP process have?

TP describes pre-selection, tests and role-plays, a recruiter interview, an operations or client assessment and background checks. It publishes no fixed number of rounds.

What do they ask in a TP team leader interview?

Candidates report questions on coaching, drops in CSAT or service level, attrition, absenteeism and shrinkage, alongside the duties the job posts list.

How long does the Teleperformance process take?

TP does not publish it. Candidates report anything from the same day (India, the Philippines) to 1 week (Colombia) or 2 to 4 weeks (Portugal).

Sources

• TP: Open Doors India 2023 (recruitment process)
• TP: Open Doors Portugal (tests and role-plays)
• TP: values and philosophy
• TP India: voice agent job post (English criteria)
• TP India: Team Leader Operations job post
• TP Canada: Operations Supervisor job post (KPIs)
• TP Colombia: how to prepare for an interview in English
• AmbitionBox: TP team lead interviews (candidate reports)