The Performance Driver Advantage to Improve Government Efficiencies.

Government agencies at the local, state and federal level have to do more with less in these challenging economic times. And in a time where budgets are being scrutinized and many changes are being made, government organizations, just like their private counterparts, need to cut costs, increase productivity and at the same time, provide a high level of service to maintain public confidence.

Teleperformance offers governments the ability to maximize the customer experience cost effectively without compromising quality. Teleperformance designs the best program to serve constituents through live agent and automation to make sure they get the information they need, the way they want it. And, Teleperformance has the experience, flexibility and scale to handle a variety of calls based on fluctuating demand.

Key Client Benefit:

Teleperformance offers a comprehensive solution to government agencies comprised of people, proprietary processes and technology that ensures superior customer service and performance results. To make sure your constituents are handled right, the first time, Teleperformance offers:

• Skilled, knowledgeable, well-trained agents who can listen and understand your constituents needs to provide the information and/or services needed.
• Performance Management tools and processes to accurately measure service performance to enable continuous improvement and provide real time, on-line results reporting.
• Best in class technology platforms that are highly integrated to ensure a consistent and seamless customer experience, regardless of which channel the customer chooses.
• Ability to scale to handle constituent needs, especially in times of disaster, when providing quality support is critical.
• Security and compliance practices (PCI, DSE certified) that ensure personal and financial information is kept confidential and processed with integrity.
• Hybrid integrated IVR / live agent solutions that use the optimal combination of IVR (i.e. either touchtone or any level of speech recognition) live agent, and web to provide the best experience based on your agency’s needs.

KPI's Impacted

• Improved Customer Satisfaction
• Improved First Call Resolution
• Improved Call Handle Times
• Improved Receivables Management
• Improved Productivity

The Performance Driver™ Advantage:

Human Resource Management
At Teleperformance, we ensure that all our customer service agents not only have the training necessary to resolve the issues the first time, as efficiently as possible. Our on-going monitoring, training and certification programs ensure that our agents are up to speed with the changing requirements of your agency. Our agents, whether premise based or work at home are trained, developed and coached to meet all the same quality and performance requirements necessary to meet your objectives while providing a highly satisfactory experience.

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, so that continuous improvement can be deployed on a daily basis. TOPS™ is another proprietary process tool we use for program implementation and operations management to deliver the highest standard of quality and performance in our industry. We have customized and deployed the “TOPS”™ model successfully over the years for multiple industries, as well as government.

Technology
At Teleperformance we integrate and develop the best technology available in the market to meet all of your customer relationship strategy goals. Our technology solutions offer seamless system integration with legacy systems to create a single agent interface. More importantly, we are constantly upgrading our technology systems and applications in order to keep pace with industry standards and stay ahead of the competition. This significantly reduces your fixed cost of capital while at the same time provides best in breed applications.

Interactive & Self Service Applications

More and more government services organizations are seeking ways to automate routine transaction processing applications with their constituents. Teleperformance utilizes the latest in self-service technology. Our self-service applications reduce overall cost of service by allowing constituents to get information when and how they want it whether it is though an IVR or speech application or on the web. We make the investment in the most advanced technology, so you don’t have to!

Data & Physical Security
Teleperformance understands the extreme importance of data and physical security and therefore make it a top priority in our operations. Compliance with government standards and requirements in our industry is an integral component of our data and physical security practices. Teleperformance, has certifications for ISO, PCI, DSE & HIPAA. Using this practice, we reduce risk and help configure technology to ensure your' data is secure. Unique to our industry, Teleperformance uses CISSP certified security analysts to consult with our clients to better understand the unique requirements of government agencies. They act as customer advocates and are responsible for designing and developing solutions that meet industry standards, as well as individual client requirements.