Companies that care about their customers are rightfully concerned when they entrust the handling to BPO firms; customers are their most precious asset, ones that must also be managed economically. While these clients have the highest respect for their providers, whom they selected after performing due diligence, they do want to make sure that the BPOs are performing to expectations, but without getting in the way of them.

 

BPO firm Teleperformance has come out with a set of solutions to ensure just that: Teleperformance (News - Alert) Tools 3.0. It includes agent management, analytics, communications, operations, agent authentication and security capabilities and functionalities. Here are the details:

 

 

This is a voice-biometric two-factor login authentication system that provides more secure access to confidential data.

 

 

This is a targeted communication system consisting of client and server applications which, when combined with business workflow processes, create a powerful, dynamic, and secure contact center messaging solution. It now uses more dynamic communications and real-time messaging for improved productivity and greater collaboration between work groups. New features include:

 

*          Globalization and internationalization

*          Enhanced support for VoIP

*          Improved security for client machines

*          Updated web administration portal

*          Global reporting and metrics/usage collection

*          Team alerts

*          Invitation to connect video conferencing

*          Session inventory and time reporting

*          A packaged VPN security appliance

 

Also included within Desktop is Teleperformance’s ServiceChat application that provides Web chat capabilities for internal and external communications. It now boasts an improved interface and supports increased levels of customization.

 

 

This is a real-time agent observation and call floor management application. It provides a single interface for floor management, call emotion analysis, historical point in time analysis and historical reporting. With this release, Teleperformance has added integration with Teleperformance Agent for remote observation of desktop state such as power status or agent login status and enhanced floor mapping.

 

 

This tool is a comprehensive reporting application that empowers users to generate on-demand reports and graphs for real-time analysis and distribution. It also grants the ability to create custom reports through an easy-to-use interface. It now includes:

 

*          Improved administrative and template-building interfaces

*          New functionality being added to the Web-based interface

*          New survey capabilities allowing for world-wide metrics collection and analysis

*          Supervisor evaluation and effectiveness analysis

 

 

This is a Web-based meeting and desktop video conferencing solution. With this release, its secure, real-time connection adds enhanced administrative and meeting room interfaces and integration with Teleperformance Desktop for remote workers.

 

The new Teleperformance Tools 3.0 integrates directly with the Teleperformance Contact Center Management System and enhance communication, increase transparency, and improve overall customer satisfaction. The smooth integration of these components into a total suite of solutions provides a consistent and cohesive interface and experience for all users (from clients to agents to administration/management).

 

“Major companies are increasingly demanding very sophisticated, secure, complete contact center solutions,” notes Michael DeSalles, Strategic Analyst with Frost & Sullivan (News - Alert). “Teleperformance Tools 3.0 is another significant platform enhancement to Teleperformance's award-winning outsourced contact center solutions that allows them to continue to lead this market.”

 

“Teleperformance Tools 3.0 provides an unparalleled, real-time view into our call center operations agent activity,” says Dominic Dato, Executive Chairman of Teleperformance USA. “This offering allows us to partner closely with our clients to help them manage costs while ensuring their customers are highly satisfied. With Teleperformance Tools 3.0, Teleperformance customers have even greater visibility into their programs than was possible previously. We can respond in near real-time to drive even better service.”

 

 

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