Our Work at Home delivery channel provides our customers’ access to highly qualified Agents. Through Teleperformances’ Performance Driver™ proprietary suite of management processes and technology assets, we consistently deliver a superior customer experience.
Our size and credibility as the leading supplier in the customer management industry enables us to attract and recruit a more qualified and higher skilled Home Agent employee. In addition, given that we often seek work at home agents within the same vicinity of our brick and mortar locations, we are able to leverage our core human resources, training, IT, operations supervisory and management teams competencies without duplicating personnel or infrastructure costs. The Work at Home option for employees has enabled Teleperformance to successfully expand our workforce for our clients while offering a more flexible and comfortable agent work environment. Ultimately these benefits lead to improved agent productivity, performance and higher retention rates.
Relevant Performance Driver™ components are used to deliver an efficient, secure and reliable working environment with proven Technology, Data Security Systems and Processes to ensure your customer data is safe and secure.
 Highly qualified agents Flexible workforce Cost effective call management Best in class technology to handle your data efficiently and securely Award winning and industry recognized leader in security practices
The Security and IT infrastructure for our Work at Home Agent delivery channel has met the expectations of many of America’s largest corporations who have very strict Security and Technology guidelines.
All Teleperformance Home Agents are either top producing existing employee’s who have been given the opportunity to work from home, or new employees who have significant relevant job experience. Unlike many other companies who have a Home Agent offering, all Teleperformance Home Agents are employees who enjoy the same benefits as our Contact Center based employees do. The average age, education and experience of our Home Agents consistently exceeds the industry averages for Contact Center based employees. The end result is a more capable work force that consistently achieves higher Key Performance Indicators (KPI) and improved employee retention.
The Teleperformance Work at Home Agent training model guarantees that our Home Agents will be fully prepared to support your customers once they are certified to work from home. Teleperformance combines traditional classroom training with computer based training and on premise certification to deliver superior results. With this blend of training, we have seen our Home Agents become proficient in significantly less time than it takes a typical Contact Center Agent.
Teleperformance Home Agents have historically delivered excellent quality and improved customer satisfaction compared to other delivery channels. Quality improvements and customer satisfaction of up to 20% above that of a traditional Contact Center Agent are consistently achieved.
Unlike many Home Agent service providers, Teleperformance integrates our Work at Home delivery channel into our broader mix (i.e. contact center, off-shore, near shore, etc.) to provide the best possible blend of service for your customers at cost levels that meet your budget needs.
The Operations, Training, Quality, and Technology teams supporting our Work at Home delivery channel are among the best and most experienced leaders in the industry with an average of more than 15 years of experience. This experience coupled with proven Teleperformance operation standards and management tools plus highly qualified Home Agents provides for an effective and consistent customer experience.
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