Interactive & Self Service Applications

Teleperformance provides access to an integrated suite of multi-channel self–service applications. Our portfolio of solutions will allow you to improve your customer experience. We will help you design, deploy and operate your programs to provide an end to end integrated experience across all aspects of the customer lifecycle including acquisition, service, growth/optimization and retention. Teleperformance invests heavily in leading interactive and self service platforms so you can stay current with best in class proven technology that is fully redundant without the capital outlay.

Key Client Benefit:

The combination of self service, interactive applications and voice integration helps drive costs down while resolving issues more quickly and improving overall customer satisfaction.

• Efficient call handling through the use of interactive self service applications
• Improved customer satisfaction by resolving issues quickly and through the channel they desire
• Increased ability to answer more calls effectively
• CRM and market expertise to deliver a partial or fully automated customer experience that will enable you to meet your business objectives.

Technologies

Our hybrid Integrated IVR / live agent solutions use the optimal combination of IVR (touchtone or speech recognition) and agents (whether onshore, offshore, near shore or work at home) to meet
your program needs.

The key contact center technologies include:

Most importantly, Teleperformance’s self-service infrastructure and platform is fully integrated with existing voice and core hub and spoke architecture so that we can deliver a seamless end-to-end customer experience.

Enhanced Screen Pop (ESP™)/CTI – a technology designed to reduce average handle time (AHT) by collecting customer data input from the IVR and quickly transferring this along with existing customer records to the agent desktop. The agent is then able to respond more quickly to the customer’s inquiry without having to capture the data verbally and reenter it. This also significantly improves the customer experience and level of satisfaction with the interaction.

TP Connect – created to reduce agent handle time and increase first call resolution, by providing an agent with access to an expert agent via web chat when they have difficulty resolving a customer’s issue.

Interactive and Self Service Expertise - There are many considerations on if and how to best deploy automated contact handling to drive efficiencies, effectiveness and customer satisfaction. To ensure success, our exceptionally knowledgeable CRM and industry experts work together in developing, testing and implementing automated contact handling scripting and solutions. Our market expertise combined with our CRM expertise and proven technology offers our customers a strategic advantage when deploying partial or fully automated customer contact handling applications.