That is the way we do business: we ensure our teams have everything they need to focus on delivering an outstanding customer experience during each and every interaction.
We consistently monitor our operations to guarantee the best results. Teleperformance’s strategies, focus on people, strict management disciplines, and excellence in operations, enable everyone to achieve solid overall performance and exceed expected results.
TOPS is a daily performance management process: a step-by-step method based on the best practices of programs all around the world. TOPS was created to support frontline management in developing high-performance agents by managing performance metrics with consistency — day after day, week after week, month after month.
TOPS improves performance and quality by enabling leaders to spend 80% of their time focused on feedback and coaching. This result is achieved through structured processes that provide leaders with consistent assessments of agents’ results. By following these processes, the leadership team achieves more efficiency, allowing them to spend more time giving support and feedback to agents, based on consistent analysis.
All operational key performance indicators (KPIs) are positively impacted by TOPS, as well as employee, customer, and client satisfaction levels. In addition, TOPS brings global consistency to all Teleperformance programs. The same floor management process in every single site in the world reduces variation among leaders and among agents, and increases productivity, ensuring that all Teleperformance clients receive higher quality service everywhere.
By defining, sharing, and implementing worldwide best practices, Teleperformance assures consistency and quality in all its operations, all over the world.
Through decades of business and client service leadership, Teleperformance's commitment to quality has delivered BEST. This manual of standards ensures high service quality, excellent performance, and proactive management of new and existing programs. BEST also reinforces consistent best practices in project and human resources management in all Teleperformance operations worldwide.
Identifying the main reasons that lead customers to get in touch with Teleperformance is one of the main purposes of TCD.
Hundreds of contacts every day on multiple channels from different places that may not be so different after all. Identifying the main reasons that lead customers to get in touch with Teleperformance makes it possible to more effectively guide performance and work on the most relevant issues. TCD shows the most current subjects of interest to customers.
When we know about them in advance, we can better prepare our team to have assertive responses to clear 80% of such interactions. The process is improved and the support time is reduced, resulting in higher quality and agility in every interaction performed.
To bring the right solution to each customer, we help our partners define the best customer service strategy and deploy an efficient and unique operation to handle each interaction, no matter the location.
Improving overall performance relies on an organization’s ability to remove inefficiencies and refine processes. Lean Six Sigma is a method that relies on a “collaborative team effort to improve performance by systematically removing waste and reducing variation,” combined with Six Sigma methods and tools. Focusing on the reduction of waste related to resources, processes, talent, or time, Lean Six Sigma includes five phases: Defining, Measuring, Analyzing, Improving, and Controlling.
As a company that focuses on creating meaningful interactions, we strive to optimize best-of-breed technologies, while incorporating the power of the human touch. To be able to simplify our business processes to achieve efficiency, accuracy, and speed, we have embedded the Lean Six Sigma discipline in our DNA, influencing all our management processes. These business efficiencies help enable simpler, faster, and better interactions with customers, and more cost-effective results for our clients.
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