When interacting with Customer Service, today’s end customers has higher expectations compared to the past because they expect a seamless journey across all touchpoints with personalised, consistent, fast and timely support, whether they interact with the brands though human assisted or self-service channels.

It is also crucial, with a distributed, mixed onsite and remote Customer Service workforce, to maintain the high engagement and social connectedness of teams, goal-driven motivation, data security and safety, and personalised, fast reskilling and upskilling.

To keep up with customers’ expectations and the promise of the best service, brands need to re-think their service organisations, not only in terms of technology but with regard to all dimensions of their operating models, such as processes, organisation, people, training, workplace, and much more.

HOW WE CAN HELP
Faced with a new scenario that has completely changed agents’ dynamics, Teleperformance Knowledge Services embraces an approach that combines both Customer Experience and Process Consulting expertise with the best digital technologies and analytics in order to analyse and improve the performance and quality of Contact Centre services offered to the client.

Operational Assessment is used to identify, quantify and prioritise improvement opportunities, delivering operational, organisational, financial, and Customer Experience improvements in line with company strategy. 40 years of best practice contact centre experience are applied to a comprehensive operational review.

OUR APPROACH
Each project is shaped to the specific requirements of the Client’s business and begins with an in-depth expert analysis designed to unearth opportunities to reduce cost and risk and to increase revenue. Assessments are performed by highly experienced Customer Service experts specialising in technology, process, people, strategy, operations, operational risk and finance.

Each opportunity is presented alongside actionable recommendations for change, supported with robust business case forecasts and impact analyses. All change initiatives come together on a detailed roadmap of activities, each carefully prioritised and based on effort, feasibility and value impact. In this way they can then be driven and implemented through a strict governance and change process, ensuring that the maximum value is delivered within the shortest timeframe.

All findings and actionable insights produced are presented from an objective and non-biased perspective, with the purpose of helping the Client organisation to be more successful with its contact centre operations and customer interactions and in order to examine the correlation between the service provided and customer satisfaction.

The diagram below outlines the key modular components of Teleperformance Knowledge Services methodology: