That is the way we do business: we ensure our teams have everything they need to focus on delivering an outstanding customer experience during each and every interaction. We consistently monitor our operations to guarantee we achieve the best results. The Group’s strategies, focusing on people, strict management disciplines and excellence in operations, enable us to achieve solid overall performance and exceed expected results.
The implementation of worldwide best practices increases performance and quality by enabling leaders to spend 80% of their time focused on feedback and coaching.
TOPS (Teleperformance Operational Processes & Standards) is a daily performance management process: a step-by-step method structured based on the best practices of programs all around the world. TOPS was created to support front line management in developing high-performance agents by managing performance metrics with consistency-day after day, week after week, month after month.
TOPS improves performance and quality by enabling leaders to spend 80% of their time focused on feedback and coaching. This result is achieved through structured processes that provide leader with consistent assessments of agents' results. By following these processes, the leadership team achieves more efficiency, allowing them to spend more time giving support and feedback to agents, based on consistent analysis.
All operational KPIs (Key Performance Indicators) are positively impacted by TOPS, as well as employee, customer and client satisfaction levels. In addition, TOPS brings global consistency to all Teleperformance programs. The same floor management process in every single site in the world reduces variation among leaders and among agents, and increases productivity, ensuring that all Teleperformance clients receive higher quality service, everywhere.
By defining, sharing and implementing worldwide best practices, Teleperformance assures consistency and quality in all its operations, all over the world.
Through decades of business and client service leadership, Teleperformance's commitment to quality has delivered BEST, Baseline Enterprise Standard for Teleperformance. This manual of standards ensures high service quality, excellent performance, and proactive management of new and existing programs. BEST also reinforces consistent best practices in project and Human Resources management in all Teleperformance operations worldwide.
ATAC groups consist of experts in each KPI. ATAC groups take a holistic approach, focusing on each group's expertise, with the objective of continuously improving the performance of their programs.
Attitude, Talent, Accountability and Commitment are the main characteristics we want to develop in our supervisors. The world-class ATAC project enables and facilitates this transformation process.
The world-class ATAC plan follows the same goal as the world-class manufacturing practice originally started in Japan: to have natural groups (also called cells), with the objective of continuously improving their performance to maximize overall client results. Each business unit is autonomous with regard to performance, allowing each business unit to perform its best. The main benefits are to improve performance in the main KPIs and customer commitments, to provide an attractive career path to employees, to establish stronger relationships among support departments, to improve our communication channels, and to build a team oriented towards performance. All support departments are measured based on results.
ATAC ensures that all programs have a highly skilled management team, with well-developed floor managers, supervisors and points of contact according to client KPIs. The program guarantees effective metrics controlled through the follow up of world-class ATAC strategies, including executing preventive work in each area, such as IT, to deliver improved internal satisfaction. The business units maximize productivity and performance results as supervisors act proactively, sharing experiences and new ideas with the group.
Identifying the main reasons that lead customers to get in touch with Teleperformance: one of the main purposes of Top Contact Driver.
Hundreds of contacts every day, in multiple channels, from different places, that may not be so unalike after all. Identifying the main reasons that lead customers to get in touch with Teleperformance makes it possible to more effectively guide performance and work on the most relevant issues. Top Contact Driver shows the most current subjects of interest to customers. When we know about them in advance, we may better prepare our team to have assertive responses to clear 80% of such interactions. The process is improved and the support time is reduced. More quality and agility in every interaction performed.
Teleperformance has developed innovative tools, processes, and products that enable it to provide more customized, secure, and effective solutions to clients. An unswerving focus on high quality customer care services, backed by technology expertise, places the company at the top of service providers in EMEA.Sathya Subramanian, Senior Research Analyst, Frost & Sullivan
Teleperformance Contact Center Management System (CCMS) integrates data from many systems and departments into a comprehensive view of performance at every level.
CCMS is an innovative solution utilized by all levels of Teleperformance employees to effectively organize, analyze and manage business operations. CCMS is a flexible solution that provides insight into the bottom line, offering a wealth of information and tools to manage productivity, payroll and client performance.
All levels of employees can utilize CCMS to complete daily business functions as they relate to their respective roles. For example, agents can manage their own performance using their profile, which compiles key data and information related to their employment.
CCMS increases quality, ensures consistency of operations worldwide and provides continual improvement based on operational indicators.
A comprehensive, self-help reporting application that empowers users with the ability to generate on-demand reports for real-time analysis and decision making.
Teleperformance Reports is a Web-based reporting system that can be configured to aggregate a wide variety of information from various data sources. Through its intuitive, Web-based report builder interface, users have the flexibility to generate custom reports, evaluate large amounts of information, and increase visibility to their core metrics. Custom reports can also be saved for future use and shared with other users.
A tool that empowers management to customize the approach to customers according to their mood, increasing the perceived quality of customer care.
Teleperformance Observer provides users with a snapshot of call center activity and call state, using ACD (automatic call distribution) information and layered voice analysis to monitor call emotional status and provide agent location details. The product also evaluates emotions and initiates call recording automatically if either the agent or customer seems frustrated, stressed, upset or irate. This data is stored for reporting and analysis by time period and mood.
A communication tool that simplifies supervisor-team communication, enabling real-time support and communication to enhance service quality, increase timeliness and accuracy of information, and improve FCR (first call resolution) levels.
Teleperformance Desktop is a targeted communication solution. It provides access to Team Chat, Team Alerts, and SME (subject matter expert) Chat, and provides supervisors with notifications regarding Teleperformance Passport Visual Authentication requests. Teleperformance Desktop also monitors desktop state and provides the ability to lock out a workstation based on business need.
The Teleperformance Desktop solution consists of both client and server applications which, when combined with business workflow processes, create a powerful and dynamic contact center messaging solution.