Company: Teleperformance, Gurugram, Haryana
Company Description: Teleperformance is a global digital business services company. With more than 410,000 people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: e-Commerce Customer Service Award - Other Service Industries
 Nomination Title: Teleperformance - Wish E-commerce Case Study on Transforming CX
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2021, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 186 words used.
Teleperformance is a global digital business services company. With more than 410,000 people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.
We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
India is Teleperformance’s hub for Digital Business Services. A market leader for over two decades, Teleperformance in India is the Digital Center of Excellence for CX Management, Back-Office services, and Transformation Solutions and has effectively utilized its expertise and industry knowledge across BFSI, Healthcare, Travel, Retail, Technology, and Trust & Safety.
India has the largest multicultural team of 90,000+ within Teleperformance, providing world-class contact center services to 200+ clients across industries. Empowering businesses to adapt to disruptive digital innovations, we enhance CX via the latest technology and human touch.
At Teleperformance, with our augmented intelligence capabilities and unwavering commitment to providing an exceptional CX, we leverage our in-house TAP (technology, analytics, and process excellence) framework and tools to create revolutionary processes.
- Outline the nominated achievement since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
About the Client
Since July 1, 2021, the client, one of the largest e-commerce platforms in the world, in collaboration with Teleperformance, has embarked on a transformative journey that has redefined customer service and operational efficiency in several key areas.
Solution Deployed by Teleperformance
- Swift Resolution with TP Route
The introduction of TP Route for case assignment has dramatically improved the speed at which customer queries are resolved, enhancing agent productivity, and reducing customer wait times, setting a new standard for responsiveness.
- Seamless Global Communication
Writeles and storyfAI have revolutionized language barriers. The client can now communicate with its global customers in their native languages, significantly improving their experiences, fostering stronger connections and showcasing a commitment to inclusivity and customer-centricity.
- Elevating Agent Training with TP Simulator
The TP Simulator has revolutionized agent training. Trainees can now practice in a virtual environment that closely mirrors real-life scenarios. This hands-on approach has resulted in a more skilled and confident workforce, enhancing service quality and agent performance.
- Automating QA with TP Interact
TP Interact has brought automation to QA. This has significantly reduced manual work, brought down error rates, and allowed for more consistent and efficient quality assessment, thus saving time and ensuring a higher standard of service.
- Personalized Customer Service with Gen AI POC
The integration of GEN AI revolutionized the platform's communication strategy. With GEN AI, the client could send personalized emails tailored to individual customer preferences, further solidifying customer relationships which enhanced UX and yeilded a noticeable uptick in productivity.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 17 words used.
1. Wish.com Client Testimony video
2. Teleperformance-Wish.com Case Study pdf
3. Teleperformance E-commerce Services pdf
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 250 words used.
The client's journey towards revolutionary enhancements in customer service and operational efficiency has been greatly facilitated through its collaboration with Teleperformance, reshaping the landscape of customer support.
Machine Translation for Multilingual Support:
Teleperformance played a pivotal role in the deployment of machine translation technology, a groundbreaking step in redefining multilingual support. This enabled the client to bridge language barriers, resulting in significant cost savings and heightened translation precision.
Improved Customer Satisfaction and Efficiency:
With Teleperformance’s partnership, the client's operations have experienced a remarkable improvement in customer satisfaction, driven by the efficiency gains from Teleperformance's language solutions and support. The workforce, with the assistance of Teleperformance's training and technologies, has become highly skilled and empowered to deliver top-notch service.
GEN AI for Personalized Communication:
Teleperformance's implementation of GEN AI for the client marks a shift towards personalized, customer-centric communication in an industry often plagued by generic messages. Teleperformance has crafted a strategy that fosters deeper customer connections and ensures more relevant engagements.
This transformative achievement is a testament to the invaluable partnership between the client and Teleperformance. Together, they have demonstrated a holistic approach to innovation, setting pioneering standards that challenge the e-commerce industry's status quo. The story of progress continues to unfold, thanks to the collaborative efforts of the client and Teleperformance.
Benefits Delivered:
- Quality score: Improved from 65% to 97%
- CSAT Score: Increased to 82%
- First Response Time: Reduced from 28.4 hours to 3.4 hours
- Time to Resolve: Decreased to 16.8 hours from 87.8 hours
| Attachments/Videos/Links: |
|---|
|
