The future of call centers is no longer just about automation—it's about blending technology with genuine human connection. Frontline employees in call centers and back-office roles are facing a tense moment, as startups promote 'AI workers' and influential firms like Andreessen Horowitz predict AI will radically transform and even break apart business process outsourcing (BPO) as we know it. This looming shift raises tough questions for customer service, HR, and IT staff: How will their companies adapt, and is their job security at risk?
But here’s where it gets controversial: the world's biggest BPO company, Teleperformance, based in Paris, has defied expectations. Not only has it survived the AI wave, it ranks 16th on Fortune’s 2025 list of the 100 Best Companies to Work For in Europe. This massive company, generating €10.2 billion ($12 billion) in revenue and employing half a million people, has embraced AI without losing sight of a people-first culture.
Alan Winters, who recently transitioned from chief people officer to global chief privacy and data ethics officer at Teleperformance, recognizes employee concerns about AI replacing jobs. His solution? Radical transparency about how AI is used and the reasons behind its adoption. "When people truly understand what's happening, they feel less anxious and are better equipped to decide their own path," he says.
He also champions brutal honesty, especially concerning unknowns—something inevitable with such a new, rapidly evolving technology. Directly addressing fears is critical to easing anxiety.
"AI won't eliminate every job," Winters explains. "Instead, it frees us to focus human efforts where empathy and meaningful interaction matter most." In practice, this means automating repetitive tasks, but leaving core emotionally driven roles to people, with AI acting as a helpful assistant rather than a replacement.
For instance, in recruitment, Teleperformance doesn’t let AI run the interview. Rather, AI analyzes recorded conversations between candidates and recruiters, providing insights to support human judgment. "Automating my entire hiring process might save time, but if we want to foster a workplace that values emotional intelligence and people, that can't be the first impression we give new hires," he notes.
Why Emotional Intelligence is Teleperformance’s Secret Weapon
Underpinning Teleperformance’s approach is a strong business rationale: technology alone can't replicate the nuances of human emotion. Winters points out that while many competitors chase lower costs through tech alone, Teleperformance believes fusion of AI with emotional intelligence (EI) creates true differentiation.
"Daniel Julien, our founder and CEO, set the tone almost 50 years ago: happy employees lead to satisfied customers and happy clients," Winters says. "AI hasn’t changed that, but it does reinforce a question: who would our clients prefer—companies that invest in their people or those that strip away the humanity for cheaper output?"
To cement this vision, Teleperformance has launched a cultural transformation program that integrates EI training alongside AI deployment. One standout feature includes AI-generated songs like "Heart’s Compass" and "I Know What I Feel," designed to help staff absorb key emotional intelligence concepts in a memorable, creative way.
Tracking progress is key. Beyond traditional metrics like employee turnover, Teleperformance collaborates with Great Places To Work to develop an 'EI index.' This measures workers’ understanding of AI, their fears, trust in leadership communications, and perceived transparency.
How to Successfully Integrate AI with Emotional Intelligence in Business
Winters shares practical advice for companies aiming to blend AI and EI effectively. First, be intentional and patient. Teleperformance employs a Lean Six Sigma method to thoroughly analyze workflows, pinpoint real-world challenges, and explore where AI could provide meaningful support without disrupting culture.
"Placing AI carelessly can deeply damage company culture," Winters warns. The key is strategic, precise implementation.
Second, leadership alignment is vital. The entire executive team must commit and take responsibility to ensure consistent adoption across a vast, global workforce. "Without full leadership buy-in, embedding these changes at a company with 500,000 people in 100 countries is nearly impossible," he stresses.
Finally, maintain humility and a willingness to learn. "Mistakes will happen—we’re human. The essential part is how you respond and grow from those errors."
And this is the part most people miss: technology isn’t just a tool to cut costs—it can amplify humanity’s unique ability to connect, empathize, and build relationships, which remains the heart of customer service.
What do you think? Is blending AI and emotional intelligence the right path forward, or is it just a way to delay inevitable job losses? Share your thoughts and join the conversation.
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