Performance Management

Performance Management

The right solution for each brand and customer. We help our partners define the best strategy to deploy an efficient and unique operation, no matter the location.

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 we achieve 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

Teleperformance Operational Processes and Standards (TOPS)

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 front line 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 percent 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.

BEST

Baseline Enterprise Standard for Teleperformance (BEST)

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.

TCD

Top Contact Driver (TCD)

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 percent 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.

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.

Teleperformance Observer

A tool that empowers management to customize the approach to customers according to their mood, increasing the perceived quality of customer care.

Teleperformance Observer provides users with a snapshot of contact center activity and call state, using automatic call distribution (ACD) information and layered voice analysis to monitor call emotional status and provide agent location details.

The product also evaluates emotions and initiates call recording automatically if either the agent or customer seems frustrated, stressed, upset or irate. This data is stored for reporting and analysis by time period and mood.

Teleperformance Observer

Teleperformance Observer

A tool that empowers management to customize the approach to customers according to their mood, increasing the perceived quality of customer care.

Teleperformance Observer provides users with a snapshot of contact center activity and call state, using automatic call distribution (ACD) information and layered voice analysis to monitor call emotional status and provide agent location details.

The product also evaluates emotions and initiates call recording automatically if either the agent or customer seems frustrated, stressed, upset or irate. This data is stored for reporting and analysis by time period and mood.

Teleperformance Desktop

Teleperformance Desktop

A communication tool that simplifies supervisor-team communication, enabling real-time support and communication to enhance service quality, increase timeliness and accuracy of information, and improve first call resolution (FCR) levels.

Teleperformance Desktop is a targeted communication solution. It provides access to Team Chat, Team Alerts, and Subject Matter Expert (SME) Chat, and provides supervisors with notifications regarding Teleperformance Passport Visual Authentication requests. Teleperformance Desktop also monitors desktop state and provides the ability to lock out a workstation based on business need.

Teleperformance Contact Center Management System (CCMS)

Teleperformance CCMS integrates data from many systems and departments into a comprehensive view of performance at every level.

CCMS is an innovative solution utilized by all levels of Teleperformance employees to effectively organize, analyze and manage business operations. CCMS is a flexible solution that provides insight into the bottom line, offering a wealth of information and tools to manage productivity, payroll, and client performance.

Teleperformance CCMS

Teleperformance Contact Center Management System (CCMS)

Teleperformance CCMS integrates data from many systems and departments into a comprehensive view of performance at every level.

CCMS is an innovative solution utilized by all levels of Teleperformance employees to effectively organize, analyze and manage business operations. CCMS is a flexible solution that provides insight into the bottom line, offering a wealth of information and tools to manage productivity, payroll, and client performance.

Teleperformance Reports

Teleperformance Reports

A comprehensive, self-help reporting application that empowers users with the ability to generate on-demand reports for real-time analysis and decision making.

Teleperformance Reports is a web-based reporting system that can be configured to aggregate a wide variety of information from various data sources. Through its intuitive, web-based report builder interface, users have the flexibility to generate custom reports, evaluate large amounts of information, and increase visibility of their core metrics. Custom reports can also be saved for future use and shared with other users.

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