The Performance Driver Advantage will improve CSI and Operating Margins for Automotive.

The face of the automotive industry is changing. Manufacturers are facing increasing economic pressures, while at the same time; new fuel options are igniting emerging markets and offering new opportunities. As a result, automotive companies need to be creatively efficient in terms of how they compete in this changing global marketplace. One way to develop and ensure lasting, brand loyal, customer relationships is through excellent customer service.

As the global leader in outsourced customer care, Teleperformance offers seamless multi-channel support for automotive clients across the customer lifecycle including pre-sales lead generation and marketing support, new customer welcome support, on-going care inquiries, repair, upgrade and warranty support and customer loyalty and retention support for both dealers and distributors. Our experienced agents, whether on-shore, near-shore, off-shore or work at home, have been recruited, hired and trained to handle your needs and delight your customers.

Key Client Benefit:

Teleperformance provides end to end customer sales and service including marketing services support, customer contact solutions, automotive dealer and wholesale solutions, back office processing and technical support and parts assistance. To do this we utilize best in class technologies combined with our global footprint and industry experience to create more valuable customer relationships for our automotive clients. Teleperformance delivers:

• Agents, who are recruited, hired and trained to act on behalf of your company and make sure that every contact is one that strengthens your brand equity. Our agents have the training and tools necessary to understand and resolve customer issues, up-sell and cross-sell promotional offers so that every contact is handled efficiently and revenue opportunities are maximized.
• Teleperformance has invested in technology to provide you the absolute best options for providing automated, self-service, and on-line live support.
• Teleperformance is the largest global contact center provider with centers in over 45 countries: on-shore, near-shore, off-shore and work at home. In addition, we have over 30 years experience providing acquisition, customer care, technical support, accounts receivables and loyalty services to a wide array of different industries, including automotive.
• Expertise across all voice, web, and IVR channels to provide a seamless customer experience and improve operational efficiencies.

KPI's Impacted

• Increased CSI
• Improved Margins
• Increased Revenue
• Improved Efficiencies
• Improved Quality

The Performance Driver™ Advantage:

Human Resource Management
At Teleperformance, our agents, whether on-shore, near-shore, off-shore or work at home are trained, developed and coached to meet all of your program requirements and ensure a quality customer experience. We ensure that all of our automotive agents not only have the training necessary to navigate manufacturer and dealer systems, but have the skills necessary skills to resolve the customer issues the first time and/or upsell and cross sell offers to increase customer revenue. Our on-going monitoring, training and education/certification programs ensure that our agents are up to speed with the dynamics and changing requirements of your business.

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, operation 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 so that continuous improvement can be deployed on a daily basis. Using Teleperformance’s operational process standard known as TOPS™, which is a proprietary methodology we use for program implementation and management, 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 systems integration between a variety of automotive systems, search engines and knowledgebase’s using a single agent interface and resource. We make optimal use of the information available in customer and operational databases and combine data with knowledge management systems to optimize your customer service and sales programs.

Interactive & Self Service Applications

Consumers are increasingly using the internet to gather information with respect to their automotive choices and decision. Developing an effective self service strategy will help to differentiate you from the competition. Teleperformance invests heavily in leading interactive and self service platforms so you can stay current with proven technology without the capital outlay. These applications provide necessary information where a live agent is not required and can make the live agent calls more efficient. We design our solutions to be completely automated or utilize our hybrid integrated IVR / live agent capability and e-mail/web applications to provide the optimal combination of channel touchpoints for your program. Each program is designed to develop the optimal customer experience and improve your CSI scores as well as meet your financial business objectives.

Data & Physical Security
Teleperformance understands the extreme importance of personal and financial information security, which is why we make data security a top priority. Compliance is the foundation for our data and physical security practices, having certifications for ISO, PCI, DSE & HIPPA. Using this practice, we help our clients to reduce risk by configuring technology that ensures their customers' data is secure. Unique to our industry, Teleperformance assigns a CISSP certified security analyst to every client. They act as customer advocates and are responsible for designing and developing solutions that meet standard security requirements as well as those individually specified by our clients.