Teleperformance, a global leader in digital integrated business services, has been supporting the surge of the new digital economy through an array of customer experience or CX solutions developed from its Technology, Analytics, and Process Excellence (T.A.P.™) innovation framework.
A new economy is dawning and digital transformation is key for enterprises and brands to harness growth from a resurgent market of on-demand services. With people doing more and more activities online, companies should look into leveraging convenient and reliable digital channels.
As a committed business partner, Teleperformance is offering a comprehensive suite of customer solutions to help companies adapt to this changing economic environment. Included in its armory of digital solutions are customizable tools that allow brands to leverage robotics and AI in optimizing the value of analytics to ensure every customer interaction is done safely and efficiently. The idea is to decrease human effort while delivering responsive and empathetic service that makes life easier for consumers.
Among these solutions are TP Interact, TP Time Tree, TP Digital Assistant, and TP Voice2Messaging. For instance, TP Interact is an automated performance management solution that combines automation, data analytics, and applied intelligence to process all customer verbatim (exact words and sentiments), and agent behaviors, allowing us to capture the full journey of each interaction and implement effective solutions.
TP Time Tree that integrates people management principles with robotic process automaticn (RPA). This expedites assigning, monitoring, and reporting tasks, especially for back office, non-voice operations. As a productivity tracking and case management app, TP Time Tree fills the productivity gaps and opportunities in both work-from-home and brick-and-mortar setups.
For its part, powered by Natural Language Processing (NLP) and Design Thinking, TP Digital Assistant provides a customer-facing chatbot serving as the go-to touchpoint for queries and requests, a digital resource providing real-time knowledge and technical support to agents, and an Internal Support Bot that automates back-office processes and manages performance.
Meanwhile, a package of call conversion solutions called TP Voice2Messaging covers different stages of the customer journey and unifies the experience by integrating all channels – voice, email, chat, SMS – into a single platform to create a highly advanced digital customer experience. This solution can speed up an enterprise’s digital transformation by promoting and offering messaging services in different stages of the customer’s call.
TP has provided explainer videos for TP Interact, TP Time Tree, TP Digital Assistant, and TP Voice2Messaging to illustrate the features and benefits of these tools for the benefit of everyone interested in exploring the innovations introduced by the industry. The videos help people appreciate the value that latest technologies bring to elevate a new type of customer experience.
“When things work well, the high-tech platforms allow customers to enjoy a high-touch experience that demonstrates how brands are taking care of them and their needs. Interactions such as changing travel details, for instance, or getting support for a new gadget or finding out how to return a purchase can become positive experiences. Supporting customers and actively providing solutions through a channel they prefer will strengthen their relationship with the brand,” says Teleperformance Philippines Chief Operations Officer Joey Marquez.
A recent Teleperformance Customer Experience Lab research revealed that there is a dramatic effect on loyalty when customers are satisfied with the channels offered by a brand, with a loyalty intention that is 43% higher than dissatisfied customers. By offering customers the channels they prefer to use, brands increase the opportunity to achieve increased customer satisfaction, loyalty, and advocacy.
For more information on Teleperformance Philippines and their business solutions, you may visit their website at www.teleperformance.ph or their Facebook page at facebook.com/teleperformance.philippines.
ABOUT TELEPERFORMANCE
Teleperformance (TEP – ISIN: FR0000051807 – Reuters: TEPRF.PA - Bloomberg: TEP FP), a leading global group in digitally integrated business services, serves as a strategic partner to the world’s largest companies in many industries. It offers a One Office support services model combining three wide, high-value solution families: customer experience management, back-office services and business process knowledge services. These end-to-end digital solutions guarantee successful customer interaction and optimized business processes, anchored in a unique, comprehensive high tech, high touch approach.
The Group's 383,000 employees, based in 83 countries, support billions of connections every year in over 265 languages and 170 markets, in a shared commitment to excellence as part of the “Simpler, Faster, Safer” process. This mission is supported by the use of reliable, flexible, intelligent technological solutions and compliance with the industry’s highest security and quality standards, based on Corporate Social Responsibility excellence. In 2020, Teleperformance reported consolidated revenue of €5,732 million (US$ 6.5 billion, based on €1 = $1.14) and net profit of €324 million.
Teleperformance began operations in the Philippines in 1996 and has grown to become a preferred offshore contact center outsourcing option. The company employs over 52,000 people in the country and operates over 35,000 workstations in 22 business sites located across Metro Manila, Antipolo, Cavite, Baguio, Bacolod, Cebu, Cagayan de Oro and Davao.
From 2012 to 2020, Teleperformance has received the Frost & Sullivan Asia Pacific Contact Center Outsourcing Service Provider of the Year Award for its significant performance in revenue management, market share, capabilities, and overall contribution to the contact center industry. In addition, Teleperformance Philippines was awarded as Outstanding Employer and Outstanding Community Project of the Year by the Philippine Economic Zone Authority (PEZA), the Top Employer of the Year and Corporate Social Responsibility Circle of Excellence at the Asia CEO Awards, and the Outstanding Volunteer by the National Economic Development Authority.
This 2021, Teleperformance Philippines was again certified as a Great Place to Work® and is the only organization in the country to receive this certification from the Great Place to Work® Institute for four years in a row. At the same time, Teleperformance celebrates its 25th year of continued excellence and leadership in the country. This milestone highlights the company’s commitment to steadily provide the best employment experience for Filipinos, proactively support the nation’s IT-BPM sector, and uphold its socio-civic engagements to create a difference in the lives of the Philippine community.
For further information, visit the Teleperformance website
at teleperformance.ph
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