Pharmaceutical companies maintain complience while providing an enhanced cusotmer experience using Teleperformance's Performance DriverTM solution.Doing more with less. LIke many businesses in this economic climate, pharmaceutical companies face extraordinary challenges in todays competitive marketplace. Despite shrinking R&D budgets, marketplace demands "raise the bar" for the continued development of innovative, life-saving products. What's more, pricing pressures make staying competitive even more challenging while companies must maintain stringent regulatory compliance. The bottom line -- it's mroe important than ever to provide an excellent customer experience in order to maintain brand loyalty and improve market share. Using Teleperformance's Performance DriverTM solution, the people, processes and technology that are essential in making the most of every customer contact can help grow your brand and market share, while maintaining compliance in a demanding regulatory environment. Whether the communication is with a physician or a consumer regarding product benefits, dosage information, product recalls, safety, account management, or a variety of other reasons, Teleperformance can optimize your customer experience;
Because our agents are an extension of your brand, we place special emphasis on strong recruiting, hiring and training. Our hiring and training tools support your products and services to improve product use, brand loyalty and customer satisfaction. A comprehensive knowledge base ensures agents have ready access to the information needed to handle customer inquiries, reducing the overall cost per call. Teleperformance offers the best-in-class security to ensure that your company is compliant based on industry regulations. We make the investment so you don't have to. An optimal combination of integrated web, live agent and IVR channels increases efficiency and provides an unsurpassed customer experience. Performance Management tools and processes accurately measure service operation and feature real-time, on-line results reporting. Track call center activities to continuously identify areas of strength and those that can be improved. Ability to leverage a large, geographically-diverse, labor pool with a comprehensive knowledge base and system that easily supports the dissemination of critical information such as product changes, regulatory changes, and drug recalls.
At Teleperformance, our healthcare agents are carefully recruited and selected to specifically match the requirements of your program. We ensure that our agents not only have the training necessary to handle the unique nature of healthcare calls effectively, but are also equipped to handle the emotional element required for handling calls in this industry. In addition, Teleperformance has licensed insurance sales agents in some states.
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. Program specific, HR and performance data is available to agents, supervisors, and management teams on a real-time basis. Furthermore CCMS is highly customizable and easily integrated with other applications.
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 enable seamless systems integration between healthcare payers applications and Teleperformance core technology platforms for IVR/self-service, performance management and network operations. We also make optimal use of your customer information, available in data warehouses and operational databases, to create knowledge bases that help to optimize agent performance and enhance the overall customer experience.
Teleperformance's suite of automated and self-service solutions allows you to reduce the cost of designing, deploying and operating your programs including marketing enrollment, shopping consumer directed healthcare options, member care services and medical/financial sales and services. Our hybrid integrated voice and self-service solutions use the optimal combination of IVR (touchtone or speech recognition) live agents and web channels to meet your program needs. In addition, Teleperformance invests heavily in leading interactive and self service technologies so you can stay current with proven solutions that are fully redundant without the capital outlay.
Privacy regulations in the healthcare industry make data security a top priority. Compliance is the foundation for the data and physical security practices for Teleperformance, having certifications for HIPAA, ISO, PCI & DSE. Using this practice, we reduce the risk and help configure technology to ensure our customers' data is secure. Unique to our industry, Teleperformance assigns CISSP security analysts to work with all al our clients. They act as customer advocates and are responsible for listening to our clients' needs and developing solutions that meet both standard and individual security requirements.
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 human resource management
 performance management
 technology
 interactive & self-service applications
 data & physical security
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