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Foreword

Welcome to the Q2 edition of Teleperformance’s TAP newsletter, our window into the world of digital transformation.

Digital transformation can be very complex and broad by definition and mean different things to different people. At Teleperformance, our endeavour is to demystify transformation through our proprietary framework – TAP – T for Technology, A for Analytics and P for Process Excellence.

This issue of our newsletter emphasizes the importance of A for Analytics in transformation. At TP, we handle billions of customer interactions annually for our clients. We end up mining this vast data set to understand evolving market trends, consumer patterns and buying behaviours, so that we can create personalized customer experiences for our client’s end consumers.

Besides Analytics, this edition also captures some of our emerging thought leadership from across the globe on topics such as Automation, Digital CX and Interaction Analytics.

I hope you find TP’s insights relevant for your business and area of focus.

Wish you the best for your on-going transformation efforts!

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TP Interact & Analytics

Nowadays, businesses across industries are generating vast amounts of data which can provide a strategical advantage, if analyzed with the proper tools to generate actionable insights to solve problems and increase efficiency and revenues.

For example, leveraging the customer interactions data, businesses can collect insights about their products and services, how they are perceived against competitors, new ideas to innovate, voice of the customer but also identify new up-selling and cross-selling opportunities. Thus, today managers need a tool that helps them to make the best and fastest decisions promptly responding to market-driven forces.

At Teleperformance, we developed solutions covering all 3 main dimensions of analytics:

  • Descriptive for the interpretation of historical data to identify trends and patterns, like Text Analytics, Speech Analytics,
  • Predictive using the statistics to forecast future outcomes and predict customer behaviors, like churn reduction, anti-complaint/complaint-avoidance, …
  • Prescriptive to determine which outcome will yield the best result in a given scenario, like inner and outer loop for Voice of customer

Analytics plays such a vital role in the growth of businesses, in terms of enhanced customer experience, improved operational efficiency, better sales and financial results and much more.

Hope you will enjoy the insights we are sharing in this newsletter about our analytics offer.

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TP Interact & Analytics

Nowadays, businesses across industries are generating vast amounts of data which can provide a strategical advantage, if analyzed with the proper tools to generate actionable insights to solve problems and increase efficiency and revenues.

For example, leveraging the customer interactions data, businesses can collect insights about their products and services, how they are perceived against competitors, new ideas to innovate, voice of the customer but also identify new up-selling and cross-selling opportunities. Thus, today managers need a tool that helps them to make the best and fastest decisions promptly responding to market-driven forces.

At Teleperformance, we developed solutions covering all 3 main dimensions of analytics:

  • Descriptive for the interpretation of historical data to identify trends and patterns, like Text Analytics, Speech Analytics,
  • Predictive using the statistics to forecast future outcomes and predict customer behaviors, like churn reduction, anti-complaint/complaint-avoidance, …
  • Prescriptive to determine which outcome will yield the best result in a given scenario, like inner and outer loop for Voice of customer

Analytics plays such a vital role in the growth of businesses, in terms of enhanced customer experience, improved operational efficiency, better sales and financial results and much more.

Hope you will enjoy the insights we are sharing in this newsletter about our analytics offer.

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Case Study 1

American Multinational IT Company

CSAT Improvement and Customer Sentiment Analysis


5% CSAT Improvement and

100% Sentiment monitoring



Case Study 2

Global Retailer of athletic Footwear

Low CSAT coverage rate


100% CSAT

Coverage rate delivered



Case Study 3

A Swiss Telecommunication Company

Consistently missing on sales target


Sales increased by +5.08% per month

with a TP Recommender


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Thought leadership from our global T.A.P. experts to guide you on the latest developments in technology and transformation

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T.A.P and Transformation | Paolo Righetti from Teleperformance and Jeff Gallino from CallMiner discuss the fundamental role of interaction analytics in measuring customer experience.
AI & machine translation | Danny Kuivenhoven from Teleperformance and Edmund Ovington from Unbabel discuss the advantages of combining human intelligence and AI to simplify multilingual customer support.
Voice2Digital | Bruno Barbagli from Twilio and Paul Joustra from Teleperformance discuss how how businesses innovate and accelerate through digital transformation in the time of a pandemic.
Cybersecurity and its impact during the COVID-19 | With Colin Black from CrowdStrike and Jeff Schilling from Teleperformance.
Teleperformance Cloud Campus and the impact of remote work | With Andrew McNeile from ThinScale Technology Ltd. and Fábio Luis from Teleperformance.
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TP Botathon 2021

“The future of automation is happening now. Digital transformation is the need of the hour for all our clients, whether they are the disruptors, or the ones getting disrupted. Embracing key technologies, like Robotic Process Automation (RPA), Optical Character Recognition (OCR), Natural Language Processing (NLP) and Machine Learning can only help drive up human productivity, boost employee morale and elevate customer service,” said Sidharth Mukherjee, Global Head of Transformation & Knowledge Services. “This was never more true than in 2020. The Teleperformance Botathon was inspired from the need to democratize digital and equip every employee with the skills needed for the Future of Work.”

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Teleperformance recognized as a Leader in Everest Group PEAK Matrix for Trust & Safety - Content Moderation Service Providers 2021

Teleperformance continues to lead the way in ensuring the security and safety of clients and their customers. Possessing deep industry expertise and decades-long experience has allowed us to be consistent in delivering top-notch trust and safety services. Our high-tech, high-touch approach has long utilized adaptive technology and cybersecurity capabilities, blending together the power of innovation and care to our employees. This being said, we are extremely proud to be recognized as a Leader in Everest Group’s PEAK Matrix® for Trust and Safety—Content Moderation Services 2021.

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TAP Quarterly - Q1

Check out our first newsletter

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TAP Quarterly - Q1

Check out our first newsletter