Teleperformance specializes in the mobile industry with proven experience in acquiring, serving, growing and retaining subscribers profitably.

Over the past ten years, the mobile industry has experienced massive growth. Carriers moved at a rapid pace to acquire new customers, offering the latest handsets and wireless services to the market. However, in today’s market, new customers are harder to come by. Carriers are more focused on retaining their existing customers and growing their existing base by offering new services, such as data, to create natural barriers for churn. In addition, carriers are focused on creating brand loyalty, rather than the forced loyalty created by contracts, to increase household/family penetration rates and referrals.

In this highly competitive market, where subscriber growth is slowing and ARPU is declining, carriers are fighting to provide the required customer experience necessary to grow and retain existing subscribers but do it more cost effectively. That is why more mobile carriers are turning to Teleperformance to manage their customer relationships - leveraging their global footprint and expertise in this industry.

Key Client Benefit:

Teleperformance has the proven capabilities that companies require to manage increasingly complex interactions with mobile subscribers. Teleperformance has experience across the customer lifecycle including: acquisition, customer service, technical support, collections, loyalty and retention programs. Our goal at Teleperformance is to improve the overall customer experience and increase the lifetime value of our clients' subscribers. Some of the Teleperformance advantages:

• Strong agent recruiting, hiring and training to provide agents that meet your program requirements, with strong up-sell and cross-sell skills to improve ARPU.
• Performance Management tools and processes that 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, e-mail 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 marketing promotions and seasonal call fluctuations.
• Integrated IVR / live agent solutions that use the optimal combination of IVR (i.e. either touchtone or speech recognition) and live agent to provide the best customer experience based on your program needs.

KPI's Impacted

• Improved Customer Satisfaction
• Increased ARPU
• Churn Reduction
• 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 hired, trained, developed and coached to meet all of your program's quality and performance requirements. We ensure that our agents not only have the training necessary to handle your contacts 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. Our 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.