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The success of your strategy for managing customer relationships over distance depends greatly on human input. It relies on the way customer representatives represent your brand, and the capacity of our account managers to advise you and deliver added value. |
This is why, at Teleperformance, the implementation of your CRM program is based on a client-focused organizational structure. We put everything in place - from the measurement and management of performance to targeted recruitment, from training programs to career development plans - so that our management of human resources guarantees your ongoing success.
In your relationships with customers over distance, quality of service and commercial results are entirely dependent on your customer representatives.
Around the world, more than 60,000 Teleperformance team members handle hundreds of millions of customer contacts each year, while meeting the most demanding performance criteria.
The goal of our human resources strategy is both to ensure that our teams optimize the creation of additional value for each customer, and to help exceed their set objectives. This strategy is based on the advantages we bring to our clients and a long-term commitment to human excellence.
- Guaranteeing the quality of our client partnerships is part of the role of our management teams. Our organization is designed to foster relationships based on lasting confidence.
- Dedicated project teams with a firm grasp of all of the areas of expertise required to build the best solutions with you.
- Management of client relationships geared towards proactive measures and the creation of long-term, multifaceted partnerships.
- Commitment to delivering commercial results, implementing shared performance indicators and ensuring transparency of reporting.
Within our contact centers, it is our staff who takes responsibility for, not just the quality of the relationships we build, but also for their economic relevance. To maximize the impact of CRM programs, we rely on two complementary management methods:
- The management of people centered around the nurturing of motivation, autonomy and a sense of responsibility.
- The qualitative and quantitative management by objectives based on performance indicators (satisfaction of clients’ objectives) and scheduled activity reports (operational optimization).
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