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Analysis

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Teleperformance not only understands the importance of providing the best experience for your customers, our analytical prowess and enabling toolset can also help improve your organization’s products and services.

In terms of improving the customer experience, we have deployed the latest contact center technologies to ensure we have the best operations analytical tools available, including:


  • Real-time work force management and schedule adherence solutions

  • Real-time performance management systems, including our proprietary CCMS. Our Contact Center Management System gathers and organizes all the relevant enterprise information and makes it available to our management, our contact center representatives and our clients.

  • Real-time monitoring of our entire network to ensure proper load balancing between sites and most efficient contact processing

 

To help you improve your products and services, Teleperformance also offers a robust platform that enables in-depth analysis of your customers’ valuable input. We capture, track, measure and organize meaningful information about your products and services early in their life cycle and then feed this knowledge back to your product managers and engineers for thoughtful consideration in making improvements.

 

Our platform for analysis is centered around our Teleperformance Reports (TP Reports) system. TP Reports is both flexible and comprehensive and provides many benefits for our clients, including:

 

  • Adaptability - Even if we are running your legacy CRM systems to serve your customers, Teleperformance has the capability to layer our technology over yours for improving knowledge captured on every call.

  • Web access - TP Reports provides a web-based reporting platform that provides our clients unlimited flexibility in analyzing their enterprise contact center activity and data.

  • Relevance – Capturing meaningful data to facilitate the right decisions is what TP Reports is all about. Our account team works with you to determine/gather/report and understand the customer and business intelligence your company needs.