Best-in-Class Employee Experience Driving <BR> Best-in-Class Customer Experiences
“Our Operational teams are driving valuable benefits from the application of AI in customer interactions, and Teleperformance is generating true business value for its clients by combining advanced technologies and over 40 years of CX experience with our Centrical partnership.”
Together, Centrical and Teleperformance, the global leader in digitally integrated business services, are raising the bar on employee engagement and performance. Delivering the perfect blend of people, process, and technology, Teleperformance collaborates with Centrical both as a client and partner to deliver exceptional customer experiences while optimizing employee performance.
21% increase in CSAT during peak season- energy
20% Lower average resolution time- automotive
10% improvement in quality assurance – car sharing/food delivery
7% increase in net promoter score – financial services
Align KPIs with targets and guide success with detailed performance insights, personalized microlearning, feedback, recognition, and AI-driven coaching.
Apply advanced gamification, reward mechanisms, and personalized learning journeys to keep advisors proficient and reduce attrition.
Ensure advisors are more engaged, resulting in increased customer satisfaction and customer loyalty.
Empower advisors and nurture employee success through continuous, intelligence-infused coaching.
BPOs and enterprise contact centers see high turnover, and an equally high cost with business disruption. But consider this: according to one study, highly engaged employees are 75% less likely to leave their company. In this article, we’ll dive into what contributes to high attrition rates, the impact attrition has on frontline teams (and the organization), steps to take to fight turnover, and how Centrical can help.Find out more
New Hire voluntary turnover in the contact center is costly: anyone who leaves the organization within the first 90 days of employment will not have made up for the costs involved in hiring them. According to the 2020 Retention Report by the Work Institute, 3 out of 4 employees resign for preventable reasons, with about […]Find out more