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Investors | Careers | Contact Us
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Teleperformance has developed intelligent solutions for enhancing performance all over the word.
We would like here to share with you one of our systems, developed for the Americas. The Call Center Management System (CCMS) is an unparalleled solution to performance management needs, specifically to the contact center industry.
CCMS integrates information from a wide range of systems/departments into a single web-based system to provide a holistic view of performance at every level.  | - Remotely monitor our company performance, which provides diverse levels of detail that is not available in most contact centers
- Ability to enter Quality Monitoring assessments and generate ad hoc reports on Key Performance Indicators (KPI)
- Allows increased quality and productivity
- Greater consistency in our performance
- Reduced operating costs
- Calculations of ROI for contact center programs which provides a detailed breakdown of allocated costs
- Reduces Average Handled Time (AHT)
|  | Benefits to Contact Center Agents:
CCMS helps agents benchmarking their own performance and managing schedule-related activities, such as day-off requests and shift-swapping. Agents have access to: - Quality monitoring scores & productivity reports
- Daily and monthly performance statistics
- Online scheduling and attendance records
- Rewards information for performance that agents can redeem for a variety of incentives
- Communications regarding benefits, performance reviews, scheduling information, and completion of training modules
|  | Benefits to Contact Center Supervisors & Managers: - Automated Detailed Reporting permitting Supervisors and Managers in order to spend less time generating and distributing reports
- More time working directly with their teams, ensuring client performance goals are met or exceeded consistently
|  | Benefits to Quality Assurance Teams: - Allows QA teams to monitor and measure the quality of our operations
- Ensures all program personnel have a common understanding of the program’s quality standards and how to meet them
- Access to QA Monitoring Forms tailored to the client’s quality metrics to match each client’s objectives.
- Quality Assurance Monitoring Reports to consistently meet or exceed our clients’ quality standards and expectations and to identify any opportunities for improvement
- COPC Report Summary to measure COPC quality standards
|  | Benefits to Human Resources, Benefits Administration, Payroll: - CCMS ties the areas of Human Resources, Benefits Administration and Payroll staff as a central system to manage, monitor and ensure ongoing communications with program personnel and agents.
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