Manufacturing companies manage customer relationships and improve product quality thanks to the Teleperformance DriverTM solution. In today's manufacturing sector, it's crucial that both customers and end users have a strong affinity to your products and brands. Yet many companies are challenged to deliver quality customer care because of the volumes of information housed in disparate systems required to support certain products. Whether through live agent or web self-service, Teleperformance can deliver a customer care solution that will optimize the customer experience by providing effective, efficient interaction.
Teleperformance has an impressive track record of experirence and technology to handle a variety of calls including:
 - product inquiries
- dealer locator services
- lead management and acquisition services
- product/service support
- warranty management
- loyalty and retention services
The Teleperformance Performance DriverTM technology suite delivers a semaless customer experience while simultaneously improving your btoom line through: Comprehensive agent recruiting, hiring, and training that ensures our agents positively represent your products and services in order to improve your customers' brand loyalty and product use. All information needed by agents to handle customer inquiries via an easily-accessible knowledge base. Optimal combination of integrated web, live agent and IVR channels to provide an exceptional customer experience based on your program needs. Performance management tools and processes that accurately measure service performance with real-time, on-line results reporting. Ability to leverage a large, geographically-diverse, labor pool with the knowledge base and systems that support the dissemination of information such as marketing promotions, product changes, and inventory notices. Best-in-class security to ensure your company is compliant with industry regulations.
Improved Customer Satisfaction Reduced Costs Improved First Call Resolution Improved Product ROI Enhanced Profitability Better Customer Experience
At Teleperformance, we know that our agents are an extension of your brand and that you need to make the most of every customer interaction. That's why we recruit our agents based on their experience and aptitude for sales and/or service. They are thoroughly trained so that they are well-versed about your products and services. Each agent must meet not only your program requirements, but all the requirements necessary to meet Teleperformance's stringent quality and performance standards. Our agents are trained to handle your calls effectively the first time. Whether it's a general product inquiry or selling a warranty extension, our agents address your customer's queries.
Teleperformance serves a key role in growing and maintaining our clients' customer relationships. Our Performance Management practice includes the tools and processes that accurately measure and continuously improve performance, as well as provide timely product feedback to advance the development and manufacturing process. Teleperformance's Contact Center Management System (CCMS) is an award-winning, proprietary platform that integrates employee, operations and customer information from an array 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 TOPSTM, we deliver the highest standard of quality and performance in our industry.
We know that in the manufacturing sector, information can be sotred in a variety of systems making it hard to access and even harder to integrate. Our technology solutions offer seamless integration between a variety of systems using a single agent interface and resource. To bolster your ROI, we use information from our clients' customer and operational databases by combining that data with knowledge management applications and analytics that can dynamically prompt product cross-self offers, warranty offers and extensions, based on the customer's profile.
Teleperformance's portfolio of interactive and self-service solutions allow you to offer services more efficiently by providign customers with information they need and the ability to complete transactions that may not require a live agent. We design our solutions to be completely automated or utilize a fusion of live agent and self-service channels. By offering the optimal combination of "high-tech/high touch", we deliver an enhanced customer experience. We invest heavily in leading interactive and self-service platforms so that your company stays current with proven fully-redundant technology without the capital outlay. Your customers interact more efficiently with your brand through the channels they prefer, while providing clear-cut bottom line results for your organization.
The security of your data is top priority. At Teleperformance, compliance is the foundation for our data and physicla security practices; we are certified for ISO, PCI, DSE & HPAA. We reduce the risk of unauthorized access to your data by configuring e-technology to ensure your data is secure. In fact, Teleperformance assigns a CISSP-certified security analyst to every account - a feature that is unique to our industry. These analysts act as customer advocates and respond to our clients' needs, developing solutions that meet industry standards as well as individual client security requirements.
|
 human resource management
 performance management
 technology
 interactive & self-service applications
 data & physical security
|