Teleperformance understands Financial Services and has the experience to deliver an exceptional customer experience:The instability of the financial services market is making customers feel insecure and question the viability of the companies they are doing business with. As a result, it is critical that companies in this industry restore consumer confidence by maintaining a strong customer relationship with highly skilled sales and service agents.
In these tumultuous financial times, it is imperative to partner with a seasoned expert well respected in the industry and has stood the test of time, like Teleperformance. With over 30 years experience, Teleperformance has a strong background in servicing companies within the financial services industry including several Fortune 500 banks and credit card companies. Our established service model can help financial services organizations meet the needs of their customers while delivering superior customer experience in the most data secure environment in the industry.
In times like these, consumers with changing financial needs require information to know they are making the best possible financial decisions. Teleperformance has the people, process and technology to ensure that each customer interaction – whether live agent, on-line, chat or IVR – is meeting that challenge. We take care of your customers to give them the security and confidence they need to continue to grow with you. We call our proven service model The Performance Driver™ Advantage. It provides you with the following:
 - Assistance with designing and developing the right program for the right target and offer to improve sales conversion and up-sell/cross-sell rates.
- Ability to leverage over 30 years experience providing acquisition, retention and growth services to the financial market including lead generation, application processing, balance transfer programs, credit verification and collections, customer retention and loyalty programs and much more!
- Utilize expertise and experience to build and deploy a multi-channel seamless customer experience to improve operational efficiencies and improve customer lifetime value.
- Provide alternative global labor markets and virtual agent service delivery options.
- Offer automated/on-line banking functions for transactions such as account status information, payment reminders, account transfers, etc. to improve customer satisfaction and provide a better customer experience.
- Increased Sales and Overall Share of Wallet
- Reduced Customer Attrition
- Improved Customer Satisfaction
- Improved Profitability
At Teleperformance, our agents, whether on-shore, near-shore, off-shore or work at home are recruited and trained with all the same requirements and expectations of quality performance. We ensure that our agents not only have the training necessary to handle financial services calls effectively, on the first contact, but also have the training necessary to make each customer transaction a positive experience. Our on-going monitoring and training ensures that our agents are up to speed with the dynamics and unique needs of your business as requirements change. Due to our size and diverse global footprint, we are able to scale and ramp quickly as your programs grow.
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 - providing a 360 degree view to improve agent performance. This real time reporting system is available to all levels of our organization, as well as to our clients, so that changes in program requirements and improvement practices can be communicated and deployed quickly.
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 capability across a variety of financial services products and services, using a single agent interface. We also make optimal use of your customer information, available in data warehouses and operational databases, to create knowledge bases that help to optimize agent performance and enhance the overall customer experience.
Teleperformance has a portfolio of automated and self-service solutions that will allow you to reduce the cost of managing your customers’ transactions. With the growth of on-line banking services, more types of transactions are becoming easier to automate. 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. Each program is designed to deliver the best possible customer experience that also matches your business objectives. In addition, Teleperformance invests heavily in leading interactive and self service platforms, so you can stay current with proven technology that is fully redundant without the capital outlay.
Teleperformance understands the extreme importance of financial information security and 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 reduces risk by making it easier to configure technology that ensures our customers' data is secure. Unique to our industry, Teleperformance assigns CISSP security analysts to work with all al our clients. They act as customer advocates and are responsible for listening to our clients' needs and developing solutions that meet both standard and individual security requirements.
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 human resource management
 performance management
 technology
 interactive & self-service applications
 data & physical security
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