Teleperformance D.I.B.S. - E-Commerce Customer Service Award

Company: Teleperformance D.I.B.S. , Mumbai , Maharashtra
Company Description: Teleperformance Digital Integrated Business Services (DIBS) is the new division formed subsequent to Teleperformance - the global leader in outsourced omnichannel customer experience management, acquiring Intelenet® Global Services - a global provider of high-end omnichannel customer experience management, back-office, human resources and financial & administration services.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: e-Commerce Customer Service Award - Other Service Industries

Nomination Title: Innovation through eCommerce

Tell the story about your e-commerce-based customer service initiatives since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Teleperformance DIBS provides major support to its ecommerce client, who is one of the leading global e-commerce company. They have been adding a huge no of sellers to their market base to expand their offerings in the retail space.

Managing roadblocks because of a New work-stream which involved 2 million customers

Project 1.
The client started out with a service, where customers could buy a product without having to go through the payment process. The product is offered on credit for which customers can pay later. The Client has extended this benefit to more than 2 million customers for which Teleperformance DIBS manages 1.8 lac data points annually.

As more sellers were brought into the business, the client started to face challenges such as:
-Customers who already paid their dues were being called for collections
-Effort was spent on calling customers multiple times
-Cases were being assigned to different associates which caused customers to repeat their stories

Project 2.
Client offers services to its sellers where sellers raise tickets for various query types which include processing of cases, invoices, cancellations. The advisors are required to do a validation, speak to seller and buyer and provide resolutions, which is a long process and takes lots of time.

Co-curating 3 E solutions: Efficiency, Execution Par Excellence and Enabling Customer Wow

To manage these challenges, Teleperformance DIBS and TAP deployed its patented BOT implementation framework A2H Model for the ecommerce client (which conditions the process to deliver maximum benefit and to achieve One Best Way of Working) to deliver superior customer satisfaction. The A2H Framework has 8 Phases: Assess, Business Case, Comprehensive Study, Design, Execute, Functional Testing, Go Live and Hand Holding.

An in-depth study of the existing processes and environment were conducted in the discovery phase. where the process is fine-tuned, scope of automation is defined, and the benefits of automation are identified. Other Performance accelerators were identified, and a complete robot was assembled. Performance enhancement forms are then built to simplify, consolidate and validate user inputs

Impact to Business

Project 1
-Over 2.4 lac data points handled
-Customers stopped receiving repeat calls about payments that were already made which enhanced buyer delight

Project 2
-Over 1.8 lac data points handled
-There was a 30% reduction in cost of operations while achieving 100% accuracy
-A faster business resolution was provided to sellers for any queries faced