What a Platinum Teleperformance!

According to YouGov surveys carried out in the UK and America, most people felt they had a right to a greater contact centre experience if they regularly spend money with a company or stay loyal to a brand.  Many agreed that just one bad contact centre experience is enough to make them take their business elsewhere.

Keeping customers happy clearly has never been more important and outsourcer Teleperformance UK has launched its Teleperformance Platinum, a new customer experience concept with the aim of providing an even greater customer experience to help brand loyalty.

This new service combines advanced technology with Teleperformance’s global knowledge in customer experience and is an affordable proposition for clients to ensure excellent end user relationships, beyond that of just improving key performance indicators.

One of the first clients to adopt the business model is Sky in Brazil who found positioning the customer service agent as a consultant who offers a solution to the end user rather than simply selling a service was key to securing 20,000 new subscribers monthly on the Sky High Definition Service.

Sky’s President, Luiz Eduardo Baptista, commented “Due to education needs about High Definition (HD) TV in the local market, HD paid TV is not a service that is sold in a single call of 5 minutes.  With Teleperformance Platinum we can address all consumers’ needs ranging from what TV sets to buy, to building new subscriber relationships.”

Teleperformance Platinum has been developed by a team of global experts from all disciplines, it allows the customer’s environment to be reproduced at the agent work place to address specific customer demands, ranging from complex issues related to technical support to building strategic relationships.

John Willmott at Nelson Hall, comments “What is impressive about Teleperformance Platinum is the “go beyond” approach – this is critical to consistently exceed client expectation, which is essential in the current market.”

Jeff Smith, CEO and Chairman of Teleperformance UK comments “We are delighted to be able to offer this service and look forward to speaking to UK companies and brands about delivering a greater contact centre experience that really can increase loyalty and customer satisfaction.”