The Teleperformance Performance Driver™ is the solution you need to handle you customer relationships efficiently and maintain your brand.

Retail channels have converged. More and more, consumers are using multiple channels and combinations of channels to complete their buying process. For example, a consumer might browse a catalog, go to the web to investigate a product and then complete their purchase through a retail store. Or, this process could happen in reverse. As a result, it is necessary for retailers to effectively manage the customer relationship, seamlessly, across all potential buying channels. And, in this economy, it requires retailers to be more efficient than ever.

Utilizing the Performance Driver™ solution which combines the people, processes and technology required to make the most of every customer contact, Teleperformance can help you grow and retain your customers to increase their overall share of wallet. Because we have many different service delivery options, both live agent and automated, we have the ability to ramp quickly and handle seasonal overflow and off-peak calls that can be a challenge for retailers. Because every customer contact is an opportunity to make a sale, and in today’s economy, every sale counts, we make sure every contact gets handled with increasing lifetime value in mind.

Key Client Benefit:

Teleperformance has the proven experience and technology to handle your calls efficiently with the quality your brand requires including: We can develop a customized solution to handle peak and off-peak call volumes utilizing a combination of live agent and automated solutions to meet your needs. Some of the Teleperformance advantages include:

• Strong agent recruiting, hiring and training to provide agents with strong up-sell and cross-sell skills to improve overall share of wallet.
• Ability to recruit, hire, train, and retain agents who serve as an extension of your brand and understand the importance of keeping a customer happy.
• Performance Management tools and processes to accurately measure service performance with real-time, on-line results reporting to enable fast adjustments to product and/or promotional changes, as well as ongoing operational improvements.
• Data security to ensure your customers credit card and purchase data is secure. Teleperformance has award winning security practices and maintains security certifications including ISO, PCI, DSE and HIPAA required to be a security leader in the industry.
• Ability to leverage a large, geographically diverse, labor pool with the knowledgebase and systems to easily support the dissemination of marketing promotions, inventory changes, etc.
• The optimal combination of Integrated IVR and live agent solutions to provide the best customer experience based on your program needs.

KPI's Impacted

• Improved Revenue / Share of Wallet
• Improved Efficiency
• Improved Customer Satisfaction
• Improved Profitability

The Performance Driver™ Advantage:

Human Resource Management
At Teleperformance, our sales and service agents, are recruited based on their experience and aptitude for sales and/or service. They are trained, developed and coached to understand your brand and not only meet your program requirements, but 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 all types of calls effectively including direct response sales, lead generation, product inquiries, and more, our agents have the ability to convert the sale. And, our Work At Home agent solution provides the ability to leverage a broad, experienced work force to ensure a quality experience when you need to ramp quickly during your peak season.

Performance Management
Utilizing our Performance Management tools and processes, Teleperformance is accountable to make sure we are helping grow your customer relationships. 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. 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 can dynamically prompt product offers and options based on the customer’s profile.

Interactive & Self Service Applications

Teleperformance has a portfolio of interactive and self-service solutions that will allow you to offer services more efficiently by providing customers with the information they need and the ability to complete transactions that may not require a live agent. We can 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. Our technology solutions provide the ability for customers to interact more efficiently with your brand, through the channels they prefer while providing a more positive bottom line result for you.

Data & Physical Security
Teleperformance understands the extreme importance of information security. We make data security a top priority in all industries, but this is especially important in retail to reduce credit card fraud and identity theft. 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 clients’ customer 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 industry standard, as well as individual client, security requirements.