Omnichannel Customer Experience

Omnichannel Customer Experience

Teleperformance enhances omnichannel customer engagement through a customer-focused strategy and transformational initiatives.

We help our clients define the best customer service strategy. Our customer-focused operations and transformation strategies enrich customer experience and improve efficiency at an optimal cost.

Our investment in TAP – Technology, Analytics and Process Excellence – ensures a seamless omnichannel experience for the end-customer and improved service quality for our clients. Our customer management solutions put the customer at the center of the transaction, creating positive moments and reducing customer effort.

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Comprehensive Customer Experience Management

  • Integrated Omnichannel Customer Management Services including Voice, Chat, Email, Social Media, IVR, Fax, Website

  • Analytics, Robotics, AI, Mobility and Process Excellence-led Customer Interactions

  • Multilingual Capabilities, Scalable Infrastructure, Competitive Cost Structure

  • Superior Customer Lifecycle Management Services across Industries

  • Consulting and Transformational Support

Our Customer Management solutions put the customer at the center of the transaction, creating positive moments and reducing Customer Effort.

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Our Customer Management solutions put the customer at the center of the transaction, creating positive moments and reducing Customer Effort.

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Our Customer Experience Services

Our Customer Experience Services

  • Customer Care
  • Technical Support
  • Sales and Support
  • Collections
  • Loyalty Management
  • Digital Content Management

We deploy six-sigma tools and technology platforms to offer seamless, cutting-edge omnichannel customer engagement over service channels including voice, chat, social-media and email. That is why we are a world leader in Outsourced Omnichannel Customer Experience Management.

Customer Interaction

  • Robotics based unified analyst desktop application for retail banking reduced customer interaction time by 60%

Customer Acquisition

  • Speech analytics and customer sentiment analysis improved sales conversion by 30% for a leading hospitality provider

Customer Interaction

Customer Interaction

  • Robotics based unified analyst desktop application for retail banking reduced customer interaction time by 60%

Customer Acquisition

  • Speech analytics and customer sentiment analysis improved sales conversion by 30% for a leading hospitality provider

Customer Experience

Customer Experience

  • Artificial Intelligence (AI) based automated fare calculator led to quicker response time and accurate resolutions reducing retail losses by 75%, reducing AHT by 30% and increased NPS by 25%

Customer Maintenance

  • Customer complaints for a Utilities provider reduced by 40% using process optimization

Customer Satisfaction

  • Analytics platform providing sentiment analysis improved First Contact Resolution by 85% and improved NPS by 35% 

Customer Retention

  • Reduced time-to-respond by 30% and repeat contact by 20% by deploying a user-friendly CRM for a rail information channel

Customer Support in Disruptions

  • Effective operational rigor helped cater to 155% additional call volumes during rail schedule disruptions
Propelling Driverless Cars- The Future of Mobility

Customer Satisfaction

  • Analytics platform providing sentiment analysis improved First Contact Resolution by 85% and improved NPS by 35% 

Customer Retention

  • Reduced time-to-respond by 30% and repeat contact by 20% by deploying a user-friendly CRM for a rail information channel

Customer Support in Disruptions

  • Effective operational rigor helped cater to 155% additional call volumes during rail schedule disruptions

Customised and innovative solutions for complete Customer Lifecycle Management enable our clients to achieve profitable growth and transformational benefits.

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Customised and innovative solutions for complete Customer Lifecycle Management enable our clients to achieve profitable growth and transformational benefits.

Contact us
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