Call Center Services Featured Article

Teleperformance implements NICE SmartCenter to Enhance Customer Satisfaction

By Shamila Janakiraman
TMCnet Contributor

Workforce optimization provider, NICE, recently announced that Teleperformance (News - Alert), a U.K.-based outsourcing company, extended its NICE SmartCenter implementation. To the  existing business solutions like NICE call recording, quality management and workforce management it has now added the NICE interaction analytics.

Teleperformance U.K. is a leading contact center outsourcer with branches all over Europe. It has already implemented NICE SmartCenter solutions and now will be adding NICE analytics business solutions. This will help it to ensure client satisfaction by enabling them to understand their customer needs better and also enhance loyalty by incorporating cost cutting methods.

The company provides outsource contact center solutions such as customer acquisition, debt collection and technical support to organizations in the financial services, telecoms, utilities, and public sectors.

According to Divisional Managing Director at Teleperformance U.K., Rachel Robinson, every single customer interaction, including those that focus on customer service issues, is an opportunity; it's a chance to extend the customer lifecycle and increase value to clients.

"We decided to expand our implementation of NICE SmartCenter to its broad analytics offering to enable us to hone in on relevant and important calls so that we can immediately pinpoint issues that impact customer satisfaction as well as improve operational efficiency," Robinson said. "In fact, during the pilot phase, it took us only one month to improve quality scores with a leading customer by nearly 13 percent."

"This sizeable expansion by Teleperformance, a leading European outsourcer and a longtime NICE customer, reflects the growing trend of companies coming to NICE to help them address their most strategic business issues," said Udi Ziv (News - Alert) of NICE Enterprise Product Group.

Ziv also emphasized the importance of customer dynamics and the need to manage this amicably due to its complex nature besides highlighting how NICE products help organizations to bind customer dynamics by analyzing customer requirements and attitudes and turning this information to provide suitable solutions. These qualities increase customer satisfaction, profitability and operational costs of clients.

Teleperformance also announced that it will be deploying NICE Interaction Analytics, NICE Quality Optimizer, Customer Feedback and Desktop Analytics in all its six U.K. sites.