Knowledge Services
Knowledge Services for Process re-engineering and automation to support strategic initiatives and tactical business requirements with Lean, Six Sigma methodologies and workforce optimization
Developing transformation strategies based on technology, analytics, and process excellence (T.A.P.). Powered by this framework we constantly update our digital capabilities to support our clients transforming their business services to grow deeper relationship with their customers.
Leveraging digital technologies and a global reach, we deliver efficiency and productivity to excel in customer satisfaction.
Intelligent Solutions
- Our knowledge services offer impartial advice on the most appropriate solutions, tailored to meet specific requirements and focused on outcomes. This collaborative model ensures we remain a partner in our client's success story.
- Sophisticated consultancy techniques for identifying issues and recommending solutions.
- Over 40 years of consulting experience, with 2.5 Mn+ projects hours, and 15,000+ projects delivered.
- Digital transformation as a key service, leveraging all relevant technologies including automation.
Teleperformance consultancy business helps companies improve customer experience through data analytics and technology, delivering business transformation optimization and rapid results. Every interaction with your customers is an opportunity to generate value for your brand.
CX Consulting
Implement large scale transformation programs through Consulting and Knowledge Services for process re-engineering and automation. We can support strategic initiatives and tactical business requirements with Lean, Six Sigma methodologies and workforce optimization developing transformation strategies based on technology, analytics, and process excellence (T.A.P.)
- Target Operating Model Design
- Process Optimization
- Lean Six Sigma
- Program Management
- Special Operational Audits and Assessments
- Business Intelligence
CX Consulting
Implement large scale transformation programs through Consulting and Knowledge Services for process re-engineering and automation. We can support strategic initiatives and tactical business requirements with Lean, Six Sigma methodologies and workforce optimization developing transformation strategies based on technology, analytics, and process excellence (T.A.P.)
- Target Operating Model Design
- Process Optimization
- Lean Six Sigma
- Program Management
- Special Operational Audits and Assessments
- Business Intelligence
Advanced Analytics
Generate actionable insights from vast quantities of customer interaction data to "make the right decision" and anticipate customer needs and behaviors.
Advanced Analytics is fundamental in customer service, marketing, sales, and anti-churn processes. To reap the advantages of data, organizations must have the right approach, tools, and skills.
- Analytics tools for analyzing voluminous, unstructured text data and providing sentiment analysis, word cloud, segmentation/personas definition, and more;
- Smart data enrichment through the use of external data and non-structured data sources
- An analytics platform that recommends Next Best Actions, products, and services by understanding customer buying patterns and behaviors using historical data
- Interactive analytics platform with advanced visualization, which enables simpler and faster data interpretation
- Omnichannel interaction analytics for gaining insights from conversations for maximizing sales and retention, operational improvements, and compliance
- Marketing analytics for defining the best performing marketing levers for sales
Intelligent Automation
Automation at Teleperformance is much more than technology. We use technology to assist our employees, enabling them to perform their tasks in a quicker, smarter and more accurate manner.
With digital transformation of processes through automation, Teleperformance delivers:
- Empowered agents: robots execute tasks on behalf of the agent or customer, such as placing an order or filling in information in different systems;
- Enhanced productivity and accuracy in processes: reduction in AHT and increase in accuracy, leading to happier customers.
Intelligent Automation
Automation at Teleperformance is much more than technology. We use technology to assist our employees, enabling them to perform their tasks in a quicker, smarter and more accurate manner.
With digital transformation of processes through automation, Teleperformance delivers:
- Empowered agents: robots execute tasks on behalf of the agent or customer, such as placing an order or filling in information in different systems;
- Enhanced productivity and accuracy in processes: reduction in AHT and increase in accuracy, leading to happier customers.
400+ Experts
40+ Years of consulting experience
2.5mn+ Project Hours
15,000+ Projects Delivered
Market Research
Market Research is a powerful tool for market analysis and assessment of needs to support decision-making processes. It also functions as a generator of prompt, actionable insights aimed at producing measurable and tangible value.
Leveraging the most advanced technologies and solutions for collecting active and passive and conscious and unconscious information, Teleperformance continuously invests in R&D for new research and analysis methodologies.
We utilize an excellent combination of data collection capabilities — online and offline, qualitative and quantitative — to analyze and interpret the behavior of individuals in real and realistic environments:
- Passive data collection, for example, is a smart meter for acquiring information on browsing habits
- Target enrichment for adding information on your target audience
- Neuromarketing tools such as virtual reality, facial coding, eye tracking, galvanic skin response, and response latency
- Online community management for active listening to our client audience
We are part of The Mistery Shopping Professionals Association (MSPA). Please visit the MSPA website to learn more.
Voice of the Customer
Teleperformance's 360-degree data-driven Voice of the Customer CX transformation shapes your brand and service strategy around your market's needs and demands, generating value from any customer feedback.
Beyond the implementation and operation of an Enterprise Feedback Management (EFM) platform, Voice of the Customer offers a full set of skills and tools for the successful execution of an EFM customer experience transformation program, including research (survey design, sampling, analysis), consultancy/change management, and IT/professional services.
We create value by supporting CX management in three ways:
- With the CX process transformation loop, top-down initiatives are flagged and implemented to redesign CX processes around customer perception
- With the customer 1-2-1 action loop, an immediate reaction to detractors and dissatisfied customers is defined before the customer value deteriorates
- With predictive models, we predict customer behavior and consequently trigger proactive action plans that anticipate customer needs
Voice of the Customer
Teleperformance's 360-degree data-driven Voice of the Customer CX transformation shapes your brand and service strategy around your market's needs and demands, generating value from any customer feedback.
Beyond the implementation and operation of an Enterprise Feedback Management (EFM) platform, Voice of the Customer offers a full set of skills and tools for the successful execution of an EFM customer experience transformation program, including research (survey design, sampling, analysis), consultancy/change management, and IT/professional services.
We create value by supporting CX management in three ways:
- With the CX process transformation loop, top-down initiatives are flagged and implemented to redesign CX processes around customer perception
- With the customer 1-2-1 action loop, an immediate reaction to detractors and dissatisfied customers is defined before the customer value deteriorates
- With predictive models, we predict customer behavior and consequently trigger proactive action plans that anticipate customer needs
Our solutions leverage over 400+ experienced consultants in Research, Lean Six Sigma, Analytical and Statistical Models, Process Re-engineering and Solution Design Frameworks.
Let´s talkOur solutions leverage over 400+ experienced consultants in Research, Lean Six Sigma, Analytical and Statistical Models, Process Re-engineering and Solution Design Frameworks.
Let´s talkContact us
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