The Performance Driver Advantage for Utilities:

As the global trend for deregulation in the utilities industry increases, the need to deliver a higher standard of customer service as a means for differentiating and improving your position in a more competitive market place. Teleperformance is currently working with industry leading utilities companies to provide world class customer relationship management solutions to deliver that higher quality level of service, to help them retain and grow their customer base.

Teleperformance offers services across the entire customer lifecycle from acquiring and provisioning new accounts, handling outage notifications, to billing and service inquiries. Our rich legacy of experience in the Communications industry has also played an important role in our understanding of how to manage utility service customers.

Key Client Benefit:

Teleperformance has the people, processes and technology utility clients are looking for to help them better meet the needs of their customers so that more interactions can be handled right the first time. Automating simple, repeatable, utility transactions is another approach Teleperformance uses to help our clients improve the overall customer experience and reduce costs. More specifically, Teleperformance has:

• Provide skilled, knowledgeable, well-trained agents who can listen and understand your customer needs to provide the best solution to maintain and/or increase share of wallet and lifetime value.
• Performance Management tools and processes to accurately measure service performance to enable continuous improvement and provide real time, on-line results reporting.
• Best in class technology platforms that are highly integrated to ensure a consistent and seamless customer experience, regardless of which channel the customer chooses.
• Ability to scale globally to handle customer needs, especially in times of crisis, when customer support is critical.
• Security and compliance practices (PCI, DSE certified) that ensure personal and financial information is kept confidential and processed with integrity.
• Hybrid integrated IVR / live agent solutions that use the optimal combination of IVR (i.e. either touchtone or any level of speech recognition) to provide the best customer experience based on your program needs.

KPI's Impacted

• Improved Customer Satisfaction
• Improved First Call Resolution
• Improved Call Handle Times
• Improved Receivables Management
• Improved Profitability

The Performance Driver™ Advantage:

Human Resource Management
At Teleperformance, we ensure that all our utility agents not only have the training necessary to navigate order provisioning and billing systems, but also have the necessary skills to resolve the customer issues the first time, as efficiently as possible. Our on-going monitoring, training and certification programs ensure that our agents are up to speed with the dynamics of your business and changing requirements. Our agents, whether on-shore, near-shore, off-shore or work at home are trained, developed and coached to meet all the same quality and performance requirements.

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. We have customized and deployed the “TOPS”™ model successfully over the years for multiple service industries.

Technology
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 offer seamless system integration with legacy utility systems to create a single agent interface. More importantly, we are constantly upgrading our technology systems and applications in order to keep pace with industry standards and stay ahead of the competition. This significantly reduces our clients’ fixed cost of capital and at the same time gives them the benefit of having access to best in breed technology solutions.

Interactive & Self Service Applications

Utilities services companies have been rapidly moving toward developing and providing self service strategies and applications in an effort to reduce costs, but also to differentiate themselves from the competition by offering broader hours of access. Our self service applications reduce overall cost of service by allowing customers to view and pay their bills on-line, schedule appointments, provide education on what to do when cutting trees, digging lines for landscaping, improving energy consumption, learning ways to become ‘green’, along with many other customer functions that don’t necessarily require a live agent. And, for all of this, Teleperformance utilizes the latest in self service technology. We make the investment, so you don’t have to!

Data & Physical Security
Teleperformance understands the extreme importance of 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, we reduce the risk and help configure technology to ensure our 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 utilities industry. They act as customer advocates and are responsible for designing and developing solutions that meet industry standard, as well as individual client requirements.