TOPS (Teleperformance Operational Processes & Standards) is
a daily performance management process : a step-by-step method
structured through gathering 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 over day, week over week, month over
TOPS increases performance and quality by enabling leaders to spend 80% of their time focused in feedback and coaching. This result is achieved through structured processes that provide leadership with consistent assessment 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 between leaders and between agents and increases productivity, ensuring that all Teleperformance clients get higher quality service, everywhere.