Contact Center Solutions Featured Article

December 08, 2009

Teleperformance Intros New Platinum Service

By Anshu Shrivastava


Teleperformance (News - Alert), a provider of outsourced customer relationship management, or “CRM,” and contact center services, has introduced Teleperformance Platinum.
 
Designed to offer best in class customer experience, the new program combines leading-edge technology with the company’s expertise in customer experience and relationship services, company officials said.
 
Teleperformance Platinum integrates the technology and infrastructure with trained and passionate agents. Company officials said that Platinum agents are committed to exceeding customer service expectations on every call, email and chat conversation.
 
Leveraging a unique set of tools, trained agents drive better first call resolution and, therefore, higher customer satisfaction, all at fees that are favourable when compared to similar in-house provided services, company officials said.
 
Daniel Julien, chairman of the supervisory board and founder of Teleperformance, said that the company firmly believe that certain requirements between corporations and civil society will necessitate a high level of preparation and customization.
 
“Teleperformance Platinum is already prepared to add more value to our stakeholders’ operations,” Julien said. “This proposition brings a new life to the once insipid contact center market.”
 
Calling it “a breakthrough customer service concept,” Brent Welch, CEO of Teleperformance USA, said that Teleperformance Platinum improves quality, productivity and cost reduction as well as a clear market differentiator for the company.
 
In April, Brazil based SKY implemented Teleperformance Platinum with the launch of its HDTV transmission, which targeted high income, college educated customers.
 
“With Teleperformance Platinum, we ensured addressing all the consumer needs, ranging from simple doubts about what TV sets to buy, through building relationships to securing a new subscriber for the SKY HD throughout five or six calls,” Luiz Eduardo Baptista, president at SKY, said.
 
Earlier this month, Teleperformance USA said that it’ll eliminate 151 jobs at its call center on the Northwest Side at the end of January after a major client decided to consolidate operations.

Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.

Edited by Kelly McGuire


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