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Lines of business (LOBs) serviced by Teleperformance
- B2B Direct Sales Delivery
- Nescafé Sales and Tech Support
- Nespresso Customer Service
The right solution in record time
Teleperformance was able to convert Nestlé's sales model into a digital-first operation in less than two months, generating 2.5% of Nestle's total monthly domestic sales.
Fully scalable, this intelligent sales model combines the following elements to provide a proven formula for success:
Operational Controls
Proven structure, methodology, policies, and processes ensure a highly productive, reliable, safe, and efficient operation.
Hybrid Operation
Teleperformance combines a work-at-home (70%) and brick-and-mortar (30%) operation, providing flexibility to customer experts with the possibility to fast-ramp additional capacity as needed.
Advanced Sales Training
Teleperformance designed a special neurosales training and practice, adding persuasion techniques and advanced sales strategies to influence the customer emotionally.
Real-time Monitoring
Alerts are generated when something falls outside the established parameters. Tools used for this purpose focus on security, quality, and service capabilities, with real-time monitoring of customer experts, supervisors, and quality assurance activities in work-at-home environments or workstations.
Market Basket Analysis
Intelligent data mining is leveraged to increase sales through a better understanding of customer purchasing patterns. It involves the analysis of large datasets, such as purchase history.
