Teleperformance, an outsourced omnichannel buyer expertise administration agency, not too long ago hosted a webinar on digital transformation for companies to assist them optimize their efficiency in at present’s world.
The challenges through the pandemic have accelerated and pushed digitization within the nation. In accordance with a report by Epson Philippines titled “SMEs striving for Digital Transformation Amidst Many Hurdles,” eight out of 10 small and medium enterprises (SME) within the Philippines already see the worth of digital expertise, particularly with regards to bettering their enterprise efficiency and buyer expertise.
In Teleperformance’s “TP Talks,” visitor speaker Joanne Avendano, head of GCash Buyer Expertise Administration, mentioned how digital wallets offered secure and related monetary companies by way of a cashless ecosystem through the pandemic.
Teleperformance Philippines additionally unveiled its suite of digital options to assist native corporations adapt to the challenges of the brand new regular.
“Know-how is a tremendous instrument out there to us. Together with knowledge analytics, steady course of enchancment, any enterprise, massive or small, can harness the potential of AI, automation, bots, knowledge mining, gamification, and all these enjoyable and great instruments to proceed innovating for patrons,” stated Mike Lytle, CEO for of US, Canada, and the Philippines, Teleperformance.
Teleperformance Philippines shared how its digital enterprise options suite has helped manufacturers speed up their digitization journey through the lockdown. Many companies and shoppers went digital and this created a brand new buyer journey expertise that resulted in an elevated demand for brokers. To satisfy these calls for, corporations have to design digital-first, low-effort experiences that prioritize buyer comfort.
Teleperformance’s Voice2Messaging answer can hyperlink the service to any messaging or social media software utilizing an Interactive Voice Response (IVR) that gathers info and routes calls. When a buyer calls customer support and there’s a queue, the IVR Bot will present the client an choice to talk with an agent to get real-time help. If the client agrees, the IVR Bot will ship a message to the client on their messaging app of selection.
This service may even be linked to TP Chatbot to help and include easy buyer calls for. For advanced interactions, the bot can collect info earlier than redirecting the decision to an agent. Options like these can enhance the client journey expertise by boosting the productiveness of brokers whereas lowering deal with time and chat containment charge.
Teleperformance’s TP Consumer is an internally developed buyer relationship administration (CRM) instrument that helps combine all touchpoints into one view. This permits companies to trace, resolve, and flag interactions as they undergo the decision journey by giving them an outline of all buyer touchpoints. It allows permits customization of workflows to higher combine frontline and back-office interactions.
Teleperformance’s TP Work together supplies the most recent interplay expertise and a staff of devoted interplay consultants who can acquire knowledge for corporations from a number of channels and analyzes these to search for patterns and insights that may be useful in decision-making and interventions and bettering total efficiency, resulting in elevated buyer lifetime worth.
Teleperformance’s Robotics Course of Automation (RPA) automates end-user actions and reduces guide processes by 65%, which leads to enhancements in new agent productiveness by 20%, as much as 30% price discount, as much as 35% error discount whereas offering fraud safety through IVRS-TPIN built-in answer and audit administration.
Via its suite of options, Teleperformance Philippines stays dedicated to being the associate of Philippines corporations searching for digital options which might enable them to harness some great benefits of new expertise in an period of speedy digitization.