 |  | Teleperformance uses a corporate-wide Quality Management System (QMS) that focuses on the processes that ensure quality output of our company’s key applications.
Our Quality process has been certified ISO9002 in September 1999 and has successfully passed semi-annual audits since initial certification. Because of our significant focus on process control and improvement, we achieve and exceed customer satisfaction goals and client expectations on a consistent basis. read more > |  | | The PCI DSS version 1.1, a set of comprehensive requirements for enhancing payment account data security, was developed by the founding payment brands of the PCI Security Standards Council, including American Express, Discover Financial Services, JCB, MasterCard Worldwide and Visa International, to help facilitate the broad adoption of consistent data security measures on a global basis. Our USA and Mexico operations are certified "Level 1 Service Providers". read more > view USA certificate > view Mexico certificate > |
 | | Working through our acquiring members, the MasterCard SDP Program is designed to help members, merchants and Service Providers - Third Party Processors (TPPs) and Data Storage Entities (DSEs) - proactively protect themselves and the overall payment system against the threat of compromises. The SDP Program seeks to accomplish this by identifying vulnerabilities in security processes, procedures and Web site configurations. A key focus of the SDP Program is to ensure that Merchants and Service Providers are securely storing MasterCard account data in accordance with the Payment Card Industry Data Security Standard (PCI Data Security Standard).Our USA and Mexico operations are certified "Level 1 Service Providers". read more > |
Many Teleperformance sites are currently either COPC Certified, ISO Certified, both or undergoing the process of certification. Teleperformance’s processes for recruiting, hiring, training, quality, and operational supervision have been developed, executed, and refined for two decades. Other specific Quality & Continuous Improvement initiatives include: Best-in-class industry information: Via global conferences and taskforces by the Teleperformance Group on program benchmarks, methodologies and technology. Leveraging the latest worldwide information and trends in CRM, e-commerce services, service quality, quality management techniques, etc. This provides our clients with a vision on the latest in industry trends and thinking.
International global account management: Client expectations for global account management are increasing as products & services are sold and managed in international markets. Teleperformance and its worldwide offices have been managing pan-regional and international programs for clients since 1985. As such, a well-developed Global Account Management resource is available to clients, including comprehensive management of U.S. programs managed from within the United States and from offshore markets.
ISO 9002 Certification: Company processes that been in place since the founding of the company were certified ISO 9002 compliant since September 1999. The internal auditing and management review procedures have become key steps in proactively improving quality throughout all aspects of our core services.
Six Sigma: Teleperformance is actively adopting Six Sigma within its organization. This initiative is part of a worldwide effort which has allowed us to leverage information on best-in-class techniques to measuring and managing quality.
Quarterly client satisfaction surveys are critical to measuring the effectiveness of our support.Conducted within the scope of our ISO 9002 quality system, surveys are conducted and reviewed by the Senior Team-corrective & preventative follow-up steps are implemented as identified. Surveys may be quarterly or monthly if desired by the client, but must be completed annually at a minimum. Scores are transmitted to our international office for compilation and worldwide reporting.
By continuing to invest in these best practices, we deliver successful results today and throughout our client partnerships. These results are geared toward continual process improvement, month over month and year over year, with consistency across the globe.
|