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Teleperformance drives agent efficiency

Teleperformance’s Jaime Parra explains how his company, a leading customer services provider raises the engagement, product knowledge, job skills, performance, and results of its agents and supervisors, and why Centrical was ‘an ideal fit’. Watch the full story.

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60% Reduction in call flow errors
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15% Improved ratings by medical professionals
“Centrical was an ideal fit to help us drive agent performance results”

Teleperformance finds agent engagement with Centrical dramatically lowers errors

Increase Agent Engagement

Teleperformance, a global leader in digitally integrated business services, such as customer acquisition, customer care, technical support, and debt collection, among others, wanted to have its customer service agents and supervisors more engaged in their work, handle their responsibilities more effectively, increase the satisfaction of their clients, and achieve better results. 

Working in a collaborative partnership, Teleperformance and Centrical devised performance challenges and learning missions to raise engagement, product knowledge, job skills, performance, and ultimately, business results. Further, the Centrical platform works with existing Teleperformance processes and systems, so integration was “pain-free.” 

“Centrical was an ideal fit to help us drive agent performance results”
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Improved Performance

Teleperformance saw a 60% reduction in the number of errors in call flows among agents who actively engaged with Centrical. This had an immediate, positive impact on Teleperformance’s clients, and their customers.  

“With Centrical, I am able to be a better supervisor. It gives me real time data to see where an agent is doing well, what improvement is needed and why.”

Teleperformance drives agent performance

Watch how Teleperformance drives agent efficiency using Centrical to drive better knowledge, engagement and focus.

Watch how Teleperformance drives agent efficiency using Centrical to drive better knowledge, engagement and focus.

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