Teleperformance improves first call resolution for Technology companies:

Globally, an IT revolution has emerged with the advent of hardware and software applications joining together with information content and media providers. This is creating new applications that are placing big demands on customer service and more specifically, technical support.

As the complexity of customer interactions increase and companies introduce premium ‘pay for support’ models, the demands on service support centers are at an all time high. Agents are expected to have knowledge about multiple product and service applications; provide information in a native tongue; be available for service 24x7; and understand, diagnose and resolve a customer’s issue – the first time – “one and done”.

In addition, as U.S. technology companies expand into an increasingly global and competitive marketplace, providing excellent customer service is imperative. Teleperformance offers localized customer service and technical support agents who are proficient in their native language, as well as English. Teleperformance is the largest global outsourcer for technology companies for customer service and technical support, with operations in 46 countries, servicing over 75 markets in 66 languages.

Key Client Benefit:

Teleperformance has the proven capabilities that companies require to manage increasingly complex interactions with technology customers. Whether it is an automated, on-line, or live agent transaction, the underlying goal at Teleperformance is to improve the overall customer experience and increase the lifetime value of our clients' customers. Some of the Teleperformance advantages:

• Technical support levels I, II and III ensuring your customers’ issues are resolved – true first call resolution.
• Global footprint enabling both in-country localized support & off-shore capability for effective 24x7x365 coverage.
• Strong agent recruiting, hiring and training, along with certification to support career path development for technology agents.
• Expertise across all customer service channels including voice, web/chat and IVR providing a seamless customer experience and improving operational efficiencies.
• Ability to support premium services solutions (i.e. assisting clients with new product rollouts) in a pay for service model.

KPI's Impacted

• Improved First Call Resolution
• Improved Customer Satisfaction
• Reduced Customer Attrition
• Improved Profitability

The Performance Driver™ Advantage:

Human Resource Management
At Teleperformance, our technology sales and service agents, whether on-shore, near-shore, off-shore or work at home are recruited for technical aptitude. They are trained, developed and coached to meet all the requirements necessary to meet the Teleperformance standard for quality and performance. We ensure that our agents not only have the training necessary to handle the calls effectively, but have the skills necessary to listen, understand, diagnose and resolve the customer issue the first time! Our specialized skills training and certification programs ensure that our agents are up to speed with the dynamics of your business, as well as the changing technologies in the market.

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 - 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 our clients. Using Teleperformance’s proprietary operational process standard known as TOPS™ we 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 offer seamless integration between a variety of systems using a single agent interface and resource. We make optimal use of the information available in our clients’ customer and operational databases by combining that data with knowledge management applications and analytics that optimize your technology programs.

Interactive & Self Service Applications

Teleperformance has a portfolio of interactive and self-service solutions that will allow you to reduce the costs by providing your customers with the necessary information and ability to complete those transactions that don’t necessarily require a live agent. We design our solutions to be completely automated or utilize a hybrid of live agent and self-service channels to provide the optimal combination of “high tech/high touch”, in order to deliver the best customer experience possible. 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..

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 client assigned security analysts to get close to our customers. They act as customer advocates and are responsible for listening to our clients' needs and developing solutions that meet standard security requirements, as well as individual client requirements.