The Performance Driver™ solution for Cable provides the efficiency of national sales and support with the benefits of localized messaging.

Cable is going all digital in 2009, creating new revenue generation opportunities for the cable industry. The new technology will also offer challenges for customer care providers and is likely to increase call volumes and handle times. As an industry leader, Teleperformance offers an integrated suite of voice and automated solutions, across a variety of channels to manage your customer interactions more cost effectively and maximize ROI for every contact.

Teleperformance Performance Driver™ provides an integrated live agent, self service application to leverage a national company presence, but still offer the flexibility to give customers the information they need at a local level. We have experience helping cable companies increase their share of the customer’s communications wallet across all aspects of the customer lifecycle including: acquisition, customer care and billing inquiries, product and technical support, as well as retention/loyalty programs. Our experience and flexibility offers a very efficient outsourcing solution and an overall better customer experience.

Key Client Benefit:

Teleperformance has the proven capabilities that cable companies require to manage increasingly complex interactions. Whether it is an automated, on-line, or live agent transaction - the underlying goal at Teleperformance being to improve the overall customer experience and increase ROI. Some of the Teleperformance advantages include:

• Strong agent recruiting, hiring and training to provide agents who understand the needs of cable customers and how to resolve them on the first contact. Our agents are also hired based on their ability to up-sell and cross-sell in order that we maximize the revenue opportunity of every contact.
• Performance Management tools and processes to accurately measure service performance with real-time, on-line results reporting to enable continuous improvement.
• Extensive knowledge base processes and tools to provide agent education and effective troubleshooting to assist in reducing costs, such as unnecessary truck rolls.
• 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 improves 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 Revenue / Share of Wallet
• Improved Efficiency
• Reduced Customer Churn
• Improved Customer Satisfaction
• Improved Profitability

The Performance Driver™ Advantage:

Human Resource Management
At Teleperformance, our sales and service agents, whether on-shore, near-shore, off-shore or work-at-home are recruited based on the profile needed for a particular program, whether sales, service with up-selling opportunities or technical support. 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 certified 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.