Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Teleperformance Chile with the 2014 Chilean Frost & Sullivan Award for Product Leadership. Teleperformance’s successful implementation of an omnichannel customer relationship management (CRM) solution has elevated the standards of customer service in the Chilean contact center outsourcing market. With this solution, the company became the sole provider of remote customer interactions for one of the most important banks in Chile, BBVA Chile.
Teleperformance’s customized solution for BBVA Chile enables the bank to manage all remote customer interactions from a centralized platform by employing several channels of contact, including voice, email, chat, SMS, and social media. Being an end-to-end CRM solution, it covers different services (customer care, retention, loyalty; assistance and emergencies; back office), and customer segments (personal banking, preferred banking, premium banking, enterprises).
BBVA Chile has outsourced 100 percent of its remote customer interactions to Teleperformance, which has assigned more than 200 agents to this task. The integration of social media into the CRM platform has proven to be of great value to the bank, as evidenced by the five-fold increase in the number of agents dedicated to this task between December 2013 and June 2014.
“Teleperformance owes its success largely to its special focus on its quality control methodology, weekly alignment sessions with the agents, and frequent coaching in opportunity areas such as cross-selling and upselling,” said Frost & Sullivan Industry Analyst Sebastian Menutti.
In its project for BBVA Chile, Teleperformance has not only complied with the targeted key performance indicators (KPI), but has surpassed them and upgraded the original service level agreements (SLA). The revisions to the SLA include an increase in the number of interactions per agent per hour, reduced time to register cases on the CRM platform, and higher levels of productivity, quality, and availability. The targeted first-response time (FRT) for social media interactions was reduced to one-eighth of the original SLA’s specifications.
Teleperformance’s solution is based on its own CRM application, the TP Client, which allows the company to customize solutions for several clients, specifically in the sectors of banking and financial services, retail and consumer goods, and manufacturing. TP Client aids agents in managing interactions and following up on all related activities from a unified platform, regardless of the interaction channel, ensuring a consistent experience for each customer.
Additionally, TP Client helps agents classify and assign priority levels to every case and interaction, and then organize them based on variables such as the customer’s identity, reason for contacting the agent, the time and location of the customer’s first contact. In social media, the manager can establish criteria to determine priorities among cases based on factors such as the number of followers or friends the customer has or the number of retweets or likes their messages get.
“Teleperformance’s omnichannel solution has led to the creation of many new leads in countries in Latin America and Europe and promises to have a positive impact on the company’s global performance,” noted Menutti.
Its team of highly motivated employees further empower the company to offer first-class customer-service. Their efforts to raise the quality of services has won the company considerable success, even in the price-sensitive Chilean market.
Each year, Frost & Sullivan presents this award to the company that has developed a product with innovative features and functionality, gaining rapid acceptance in the market. The award recognizes the quality of the solution and the customer value enhancements it enables.
Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.
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Teleperformance (teleperformance.com), the worldwide leader in outsourced multichannel customer experience management, serves companies around the world with customer care, technical support, customer acquisition and debt collection programs. In 2013, it reported consolidated revenue of €2,433 million, based on €1 = 1.33).
The Group operates around 135,000 computerized workstations, with more than 175,000 employees across around 270 contact centers in 62 countries and serving more than 150 markets. It manages programs in 63 languages and dialects on behalf of major international companies operating in a wide variety of industries.
Teleperformance shares are traded on the Euronext Paris market, Compartment A, and are eligible for the deferred settlement service. They are included in the following indices: SBF 120, STOXX 600 and France CAC Mid & Small. Symbol: RCF - ISIN: FR0000051807 - Reuters: ROCH.PA - Bloomberg: RCF FP