The Performance Driver Advantage for Internet/DSL:

Over the past five years, the market penetration for internet/DSL use in the US has grown to over 85%. As a result, there is fierce competition among providers to provide excellent customer service to retain existing customers. In an effort to provide consumers with all of their communication needs, many providers are offering triple and quadruple play offerings (wireline, wireless, cable and internet). This is making customer interactions more complex than ever before. The agents and systems required to support these interactions need to be highly integrated and flexible, which is not easy to do in legacy environments. Therefore, leading Internet/DSL companies have turned to Teleperformance to provide the knowledge and expertise to pull all the pieces together necessary to deliver a superior customer experience.

Key Client Benefit:

Teleperformance has the proven capabilities that companies require to manage increasingly complex interactions with Internet/DSL 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:

• Strong agent recruiting, hiring and training to provide agents to meet your program needs with strong up-sell and cross-sell skills to improve overall share of wallet
• Performance Management tools and processes to accurately measure service performance with real-time, on-line results reporting to enable continuous improvement.
• Technical support levels I, II and III ensuring your customers’ issues are resolved the first time, with certification programs to support career path development and agent retention.
• Expertise across all customer service channels including voice, web/chat and IVR providing a seamless customer experience that also improve operational efficiencies.
• Ability to leverage a large, geographically diverse, labor pool with the knowledgebase and systems to easily support the dissemination of local market data
• Integrated IVR / live agent solutions that use the optimal combination of IVR (i.e. either touchtone or any level of speech recognition) and live agent to provide the best customer experience based on your program needs.

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. 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 assigns a CISSP certifies security analyst to every account They act as customer advocates and are responsible for listening to our clients' needs and developing solutions that meet standard, as well as individual client, security requirements.