-- The integration of social media into the CRM
solution proves a masterstroke
BUENOS AIRES,
Argentina, Feb. 16,
2015 /PRNewswire/ -- 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. With this solution,
the company became the sole provider of remote customer
interactions for one of the most important banks in Chile, BBVA Chile.
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, as
evidenced by the five-fold increase in the number of agents
dedicated to this task between December
2013 and June 2014.
"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.
Additionally, TP Client helps agents classify and assign
priority levels to every case and interaction, and then organize
them based on variables such as the customer's identity, reason for
contacting the agent, the time and location of the customer's first
contact. In social media, the manager can establish criteria to
determine priorities among cases based on factors such as the
number of followers or friends the customer has or the number of
retweets or likes their messages get.
"Teleperformance's omnichannel solution has led to the
creation of many new leads in countries in Latin America and Europe and promises to have a positive impact
on the company's global performance," noted
Menutti.
Its team of highly motivated employees further empower the
company to offer first-class customer-service. Their efforts to
raise the quality of services has won the company considerable
success, even in the price-sensitive Chilean market.
Each year, Frost & Sullivan presents this award to the
company that has developed a product with innovative features and
functionality, gaining rapid acceptance in the market. The award
recognizes the quality of the solution and the customer value
enhancements it enables.
Frost & Sullivan Best Practices awards recognize
companies in a variety of regional and global markets for
demonstrating outstanding achievement and superior performance in
areas such as leadership, technological innovation, customer
service and strategic product development. Industry analysts
compare market participants and measure performance through
in-depth interviews, analysis and extensive secondary research to
identify best practices in the industry.
About Frost & Sullivan
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works in collaboration with clients to leverage visionary
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About Teleperformance
Teleperformance, the worldwide leader in outsourced
multichannel customer experience management, serves companies
around the world with customer care, technical support, customer
acquisition and debt collection programs. In 2013, it reported
consolidated revenue of €2,433 million, based on €1 =
1.33.
The Group operates around 135,000 computerized
workstations, with more than 175,000 employees across around 270
contact centers in 62 countries and serving more than 150 markets.
It manages programs in 63 languages and dialects on behalf of major
international companies operating in a wide variety of
industries.
Teleperformance shares are traded on the Euronext Paris
market, Compartment A, and are eligible for the deferred settlement
service. They are included in the following indices: SBF 120, STOXX
600 and France CAC Mid & Small. Symbol: RCF - ISIN:
FR0000051807 - Reuters: ROCH.PA - Bloomberg: RCF FP
For more information:
www.teleperformance.com
Follow us: Twitter @teleperformance
Contact:
Mireya Espinoza
P: +1.210.247.3870
F:
+1.210.348.1003
E:
mireya.espinoza@frost.com