Teleperformance Performance Drivers™ will delight your travel customers and keep them coming back:

Unstable fuel prices and the slowdown in the economy have put tremendous pressures on the travel industry. In this highly competitive market, it is imperative that travel companies make every customer interaction count. As a result, delivering an excellent customer experience is required to keep customers coming back. Teleperformance offers leading travel companies expertise in handling the customer throughout their entire travel experience - from booking reservations to post travel support.

As the global leader in outsourced customer care, Teleperformance offers seamless multi-channel support for travel clients whether it is email/chat, live agent or a combination of both. Our experienced agents, whether on-shore, near-shore, off-shore or work at home, have been recruited, hired and trained to handle complex travel offerings with the expectation of delighting your customers.

Key Client Benefit:

Teleperformance provides end to end customer sales and service for Travel companies, including in-flight travel support (i.e. changes, cancellations, delays, rebookings) as well as all pre and post travel support. To do this we utilize best in class technologies combined with our global footprint and deep industry experience to create more valuable customer relationships for our travel clients. Teleperformance has worked with leading travel companies to deliver:

• Agents who are recruited, hired and trained to deliver a great travel experience
• Training and tools necessary to up-sell and cross-sell multiple packages offer that ensure you and your travel business partners are maximizing the revenue opportunity of every customer contact.
• Best of class technology to provide you the absolute best options for providing automated, self-service and on-line live support.
• The largest global footprint with centers in over 46 countries: on-shore, near-shore, off-shore and work at home to make sure we build the best possible customer experience.
• Over 20 years experience specifically in the travel industry providing acquisition, customer care, growth and technical support services.
• Expertise across all voice, web, and IVR channels to provide a seamless customer experience and improve operational efficiencies.

KPI's Impacted

• Reduced Handle time
• Increased Completed Self-Service Transactions
• Higher Average Revenue Per Contact
• Increased Services Sold Per Transaction
• Improved Customer Satisfaction
• Reduced Customer Attrition
• Improved Profitability

The Performance Driver™ Advantage:

Human Resource Management
At Teleperformance, our agents, whether on-shore, near-shore, offshore or work at home are trained and coached to meet all the requirements of quality performance. We ensure that all our travel agents not only have the training necessary to navigate travel systems, but have the skills necessary skills to provide customers the information they need. Our agents are trained and compensated to upsell and cross sell offers to increase customer revenue. Our on-going monitoring, education and certification programs ensure that our agents are up to speed with the dynamics and changing requirements of your business.

Performance Management
Our Performance Management practice includes the tools and processes necessary to accurately measure and continuously improve performance. The Contact Center Management System™ (CCMS) is an award winning, proprietary platform that integrates employee, operations and customer information from a wide range of systems and functional areas into a single web-based application. This real time reporting system is available to all levels of our organization, as well as our clients so that continuous improvement can be deployed on a daily basis. TOPS™ is another proprietary process tool we use for program implementation and operations management to deliver the highest standard of quality and performance in our industry.

Technology
Teleperformance invests heavily in technology so you don’t have to. At Teleperformance we integrate and develop the best solutions available on the market to meet all of your customer relationship strategy goals. Our technology solutions offers seamless systems integration between a variety of travel systems, search engines and knowledgebase’s using a single agent interface and resource. We make optimal use of the information available in customer and operational databases and combine data with knowledge management systems to optimize your customer service and sales programs.

Interactive & Self Service Applications

Travel services companies have been rapidly moving toward developing and providing self service strategies and applications in an effort to cut costs and differentiate themselves from the competition. Teleperformance has an existing suite of travel service technologies and processes that we use to provide an excellent customer experience. These applications provide necessary information to customers that don’t necessarily require a live agent. We design our solutions to be completely automated or utilize a hybrid self-service/live agent solution to provide the optimal combination of “high tech/high touch” to meet your program needs. In addition, Teleperformance invests heavily in leading interactive and self service technologies so you can stay current with proven technology that is fully redundant without the capital outlay.

Data & Physical Security
Teleperformance understands the extreme importance of personal and financial information security, which is why we make data security a top priority. Compliance is the foundation for the data and physical security practices for Teleperformance, having certifications for ISO, PCI, DSE & HIPAA. Using this practice, we reduce the risk and help configure technology to ensure our clients’ and their customers' data is secure. Unique to our industry, Teleperformance uses CISSP certified security analysts to consult with our clients to better understand the unique requirements of the travel industry. They act as customer advocates and are responsible for designing and developing solutions that meet industry standard, as well as individual client requirements.