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News : Teleperformance UK Wins Infinity CCS’s “Be The Best” Competition
BIRMINGHAM, U.K., Feb. 6, 2014 -- Infinity CCS, a global provider of contact centre technology solutions, is proud to announce that Teleperformance UK has won its "Be The Best" Contact Centre QA Competition.
The competition – designed to recognise excellence and innovation in contact centre QA – was judged by three figures from the contact centre industry: Jonty Pearce of callcentrehelper.com, Ann-Marie Stagg from the CCMA (Call Centre Management Association), and Carl Adkins, Founder of Infinity CCS.
Teleperformance UK’s CTO, James Timms, was presented with the prize – a Merida pro road racing bike – by Carl Adkins during a short ceremony at the company’s Bristol contact centre. James indicated that the prize will be raffled off for charity.
Alistair Niederer, CEO of Teleperformance UK and South Africa, welcomed the announcement, saying: "Teleperformance has made QA an absolute priority for a number of years, and we have taken a great many steps to put in place robust processes on which all our clients rely. Winning Infinity CCS’s QA competition is a further validation, from well-known contact centre figures, that we are leading the field in this area."
Teleperformance UK’s winning entry caught the judges’ attention because it was innovative, hi-tech and focussed on multi-channel, particularly social media, which is becoming ever more important in modern contact centres.
James Timms commented: "Social media is great for connecting with customers in new ways and for providing timely and proactive customer service, but there are potential pitfalls. As any number of high profile companies have found out to their cost, social media conversations are public and all it takes to get bad press is for a single agent to make one misjudged comment."
Teleperformance UK’s solution was to design a tool which allowed agents to interact directly with customers on Facebook and Twitter, but which also had built into it from day one a system of checks and balances. It brings Teleperformance UK’s clients all the benefits of social media interaction – immediacy, speed and efficiency – while eliminating, as far as possible, the pitfalls.
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About Teleperformance UK:
Teleperformance UK is part of the global Teleperformance Group - the global leader in customer experience. It has 8,000 people across England, Scotland and Northern Ireland working in partnership with clients - from the private and public sector - to help them grow, protect their brands and provide outstanding customer experience to their customers.
About Infinity CCS:
Infinity CCS LTD. is a provider of technology and services that deliver excellence, efficiency and commercial advantage for outsourced customer management providers
Published: Friday, February 7, 2014