Performance ManagementWork At Home Agents leverage award winning processes utilized in other Service Delivery Channels
Within the Teleperformance Performance Driver™ suite of capabilities, our Performance Management practice focuses on continuous improvement. This focus includes the tools and processes necessary to accurately measure and continuously improve performance, which are:
- Agent/Program Performance Management (CCMS)
CCMS integrates quality assurance, productivity reporting, schedule administration, attendance tracking, human resources, benefits administration, and payroll functionality into a single web-based system to improve productivity, deliver consistency, and reduce operating costs.
- Teleperformance Operations and Process Standards (TOPS)
TOPS is a proprietary close looped process that ensures a consistently delivered exceptional customer experience. Our signature operations processes used to produce outstanding results in our core facilities are the same in our WAHA environment
- TP Connect
TP Connect provides direct access to subject matter experts through instant messaging, a standard response library and page pushes.
- C-Sat Measurement
Customer Satisfaction is part of the continuous improvement culture at Teleperformance
- COPC/ISO certification
Teleperformance has certifications to prove best in class processes and security standards.
• Cost effective call handling through effective performance management feedback processes and tools
• Improved customer satisfaction by providing ‘voice of the customer’ feedback
• Improved operational performance by providing agent accountability through performance reporting.
• Improved quality by maintaining best in class quality standards.
- Enhanced Home Agent knowledge through the integration of Teleperformance standard education/development and the use of additional online tools
- Increased daily Supervisor monitoring requirements that include live voice coaching and two live chats via IM daily to review KPI performance
- More stringent Weekly Supervisor performance evaluation requirements including comparison of WAHA vs. on-site (if applicable) as well as KPI performance and other relative program related specifics
- Monthly on-site scorecard reviews between our Home Agents and their Supervisor
- Special tools to provide our Home Agents with immediate access to their Supervisors, SME groups and online Knowledge Management tools
The Contact Center Management System (CCMS) is an award winning, proprietary platform that integrates information from a wide range of systems and functional areas into a single web-based application. The CCMS portal provides a 360° view of a client’s program performance from the perspective of the employee, the operation, and the customer.
It provides tracking and reporting of the Key Performance Indicators (KPIs) that are relevant to the program, which in turn are used to reinforce strengths, as well as to rapidly identify and address areas for improvement. In addition to providing quality and productivity reporting, CCMS also includes:
- Scheduling and attendance data at the agent level
- Human resources, payroll and benefits administration
- Controlled access and communications for all levels of employees and management for quality and agent productivity
Key CCMS Features and Benefits Include:
- Benchmarking of personal quality scores, performance statistics and scorecard performance for any period. This provides increased visibility to the agent and subsequent accountability.
- Automated schedule compliance features that help to optimize agent scheduling, thereby resulting in higher agent utilization and improved service levels.
- Internal communications and documentation features for key operational functions, including “Service Alerts”, for rapid distribution of information to the agent pool.
- Automation of human resources, benefits administration and payroll tasks, enabling supervisors and agents to be more efficient with their time.
- Automated detailed reporting enables supervisors and managers to spend less time generating and distributing reports and more time working directly with their teams (80%). It also enables them more time to ensure client performance goals are met or exceeded consistently.
- Quality detail heat maps are used to rapidly treat issues on the floor and drive improvements in training curriculum.
- Detailed performance monitoring and reporting are available for on-line client access for up to the minute results.
Customer Satisfaction MeasurementDriving high CSAT scores is an integral part of Teleperformance’s culture of continuous improvement. Providing on-line Customer Satisfaction feedback in a timely fashion is critical to WAHA agent success. The culture is enforced by having a policy of consistently measuring customer satisfaction and providing the ‘voice of the customer’ feedback directly to the agent on an on-going basis. CSAT results are provided to agents within hours of the actual calls, and agents are commended or coached by their supervisor at that time.
Through their experience in managing customer satisfaction, Teleperformance knows that the ability to provide timely feedback to agents is critical in maximizing a change in agent behavior to improve the overall customer experience. Teleperformance provides agent and management rewards and recognition for CSAT scores that exceed target for both individuals and teams.
In addition, at Teleperformance we believe that Employee Satisfaction drives customer satisfaction (ESAT=CSAT). We regularly conduct employee satisfaction surveys to make sure that our employees are engaged and aligned with Teleperformance’s desire to have satisfied employees, thus driving high customer satisfaction.
CSAT and ESAT is part of Teleperformance’s culture of continuous improvement.
Operations and Quality Certifications
Teleperformance does more than just implement the industry standard in quality management systems to drive performance improvement. We have also implemented processes and technologies that have led to certification by two leading organizations. (ISO and COPC).
These certifications provide confidence to our clients that we have the infrastructure and processes to maximize quality and KPIs. - Teleperformance Quality Management System (QMS) is ISO 9001:2000 certified with ISO based processes/procedures
- Teleperformance has COPC certified auditors to ensure best practices are upheld and sustained across programs
ISO 9001:2000 and COPC processes and practices guide Teleperformance in how they do business every day to ensure industry best practices are consistently followed. These best practices are upheld and sustained through audits conducted by objective, third party organizations to maintain certification on an annual basis. These certifications require Teleperformance to continuously benchmark performance, and perform root cause analysis on the benchmarked data to improve processes and results. When there are deficiencies, the Quality Assurance Group initiates discussions with Operations, Human Resources, Training, Information Technology and Client Management, as appropriate, to identify the root cause of deficiencies and define corrective actions.
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 human resource management
 performance management
 technology
 interactive & self-service applications
 data & physical security
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