News : Frost & Sullivan Applauds Teleperformance's Omnichannel Solution
Buenos Aires, Argentina, Feb. 16, 2015 -- 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.
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.
"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.
Posted by Veronica Silva Cusi, news correspondent
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Teleperformance is a global provider of customer experience management in terms of revenue and global scale. We are the industry leader in security and our management has over 30 years of experience working with the most successful companies worldwide. With the strongest financial profile in the contact center space, Teleperformance’s leadership is unparalleled. Teleperformance was founded in 1978 in Paris, France and our U.S. based operations, headquartered in Holladay, Utah, were founded in 1993. Since then, expansion has been fueled by organic growth through additional volume awards by satisfied clients, and through acquisitions. Our combined financial strength, expertise, proven processes, and technology enhance the services and value we deliver to our customers and position us well to partner with clients around the globe.
Banco Bilbao Vizcaya Argentaria, S.A. is a multinational Spanish banking group. It was formed from a merger of Banco Bilbao Vizcaya and Argentaria in 1999, and is the second biggest bank in Spain.
Published: Friday, February 20, 2015