Let the Teleperformance Performance Driver™ Advantage improve your direct response conversion rates and increase your revenue goals.

Direct response marketing campaigns offer a number of unique challenges such as:

• Handling spikes in large call volumes and the associated staffing fluctuations
• Converting new leads to sales
• Building repeat purchase behavior with your newly acquired or existing customer base

As a result, it is necessary to work with an experienced service provider who understands these challenges and is able to offer maximum flexibility while providing consistent quality, technology and process standards. Teleperformance calls this the Performance Driver™ Advantage.

Teleperformance has over 30 years experience providing both inbound and outbound support. Our best in class technology solutions ensure your calls are handled cost effectively. Utilizing our automated IVR (either touch tone or speech recognition), live agent, or a combination of both, leads to the highest quality experience. Our direct response agents, whether facility based, domestically or offshore, or work at home, are highly trained and motivated to meet your goals.

Key Client Benefit:

Teleperformance focuses on five key areas to ensure your direct response campaign is a success:

• Increase revenue by answering more calls
• Improved conversion rates using the optimal mix of our patented IVR/screen pop (ESP™) capabilities with highly skilled agents that have been specially trained to provide direct response success
• Effective handling of variable call volumes through precision forecasting, scheduling and agent utilization
• Visibility into hourly/daily performance through our proprietary real time reporting tools (CCMS™) available to agents, supervisors, and manager levels, as well as to our clients
• Expert account management to drive success for your campaign and business objectives

The Performance Driver™ Advantage:

At Teleperformance, we utilize our Performance Driver™ proven suite of applications to integrate our contact center processes, human resource competencies and superior technology to consistently deliver on key metrics and performance indicators (KPI’s) that drive results for your direct marketing campaigns.

Human Resource Management
At Teleperformance, our agents not only have the training necessary to handle the calls effectively, but have specialized sales training to generate leads and/or convert the sale, while at the same time, providing a good quality customer experience. In addition, we offer both facility based and work at home agents who can be trained to handle a single program or multiple programs depending upon your direct response needs. Our on-going monitoring, training and state of the art performance reporting ensures that our agents are up to speed with the dynamics of changing marketing programs and the needs of your business.

Expert account management teams help to also drive direct response success. Each account manager provides a “hands on” approach to your campaign to support campaign design, call flow, scripting and on-going program management to meet and/or exceed your business objectives.

Performance Management
Real time performance reporting is the key to driving success. Our Performance Management practice includes the tools and processes necessary to accurately measure and continuously improve performance. Our real time reporting provides clients and agents immediate access to sales and performance metrics at any time. Our Contact Center Management System (CCMS) is an award winning, proprietary platform that integrates employee, operational data and customer information from a wide range of systems and functional areas into a single web-based application. The system provides you with a 360 degree view of your program and can be monitored from any location. In addition, our TP Connect™ web chat system provides our agents on-line access to program subject matter experts, enabling them to gain fast access to needed information while handling your customer transactions.

Technology
Our technology solutions offer seamless systems integration. We use information from customer, operational and knowledge management databases to optimize sales driven CRM programs. In addition, Teleperformance offers fully integrated CTI/traditional IVR/speech applications so that information captured within the IVR is passed to the live agent. This significantly improves the overall customer experience by reducing overall length of the contact - enabling agents to ultimately handle more calls and reduce wait times for your prospects in queue. In addition to our call processing technology, Teleperformance’s network solutions are best in class providing clients with reliable, scalable and redundant systems to ensure your calls get answered and your data is secure.

Interactive & Self Service Applications

Teleperformance has a portfolio of automated solutions that will allow you to reduce the cost of designing, deploying and operating your direct response programs. Our stand alone live agent, IVR or hybrid Integrated solutions, use the optimal combination of IVR and live agent capabilities to meet your program needs and reduce overall cost of call handling. Teleperformance is partnered with only the leading interactive and self service platforms so you can stay current with proven technology. This gives you the flexibility to have state of the art CRM capabilities and be fully redundant without the capital outlay.

Data & Physical Security
Compliance is the foundation for the data and physical security practices for Teleperformance. Using this practice, we reduce the risk of fraud and help to configure technology to ensure our customer's data is secure. Unique to our industry, Teleperformance uses client assigned security analysts to work closely with our clients as customer advocates. They are responsible for designing and implementing the security environment that meets industry standard security requirements, as well as customizing the solution to meet individual client needs. In addition, they are responsible for auditing and reporting security SLAs to clients, a practice invented by Teleperformance, to reduce risk and provide our clients with the peace of mind that their customer data is secure.

Teleperformance was the first CRM company in the industry to be DSE and PCI certified and is required to be audited on a quarterly and annual basis to maintain certification. In addition, Teleperformance is compliant with ISO 19901 and 27791, ITIL, COBIT, PIPEDA and HIPPA.