TELEPERFORMANCE, a global leader in digital business solutions, is helping companies overcome the operational difficulties posed by Covid-19 through a variety of services that blend high-tech platforms with more personalized high-touch support.
To effectively manage call volume spikes and optimize live customer service agent performance, Teleperformance recommends blending on-site and work-from-home interaction experts to ensure scalability during peak seasons as well as to leverage automation tools such as bots and chat services to offload simple and repetitive tasks. This makes digital interactions more efficient and productive during this challenging period for better customer experience management.
Automation at Teleperformance is more than technology. The team uses technology to assist each employee, enabling them to perform their tasks in a quicker, smarter and more accurate manner.
Teleperformance delivers empowered agents where robots execute tasks on behalf of the agent or customer such as when placing an order or filling in information in different systems. This helps to enhance productivity and accuracy in processes and, along with reductions in average handling time and increases in accuracy, results in more satisfied customers.
Process automation can easily be applied for any company as Teleperformance can help businesses assess their current environment, develop a customized plan that ensures data security, maintain key performance indicators and manage the implementation.
When transitioning to a work-from-home model, instant messaging is another essential tool to provide excellent customer service.
In addition, text analytics tools can scan chat content to detect patterns or trends in keywords.