Knowledge Services

Knowledge Services

Organizations in today’s ever changing and dynamic market conditions rely on knowledge to differentiate between being good and being great.

Knowledge Services for Process re-engineering and automation to support strategic initiatives and tactical business requirements with Lean, Six Sigma methodologies and workforce optimization

Developing transformation strategies based on technology, analytics, and process excellence (T.A.P.). Powered by this framework we constantly update our digital capabilities to support our clients transforming their business services to grow deeper relationship with their customers.

Leveraging digital technologies and a global reach, we deliver efficiency and productivity to excel in customer satisfaction.

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Intelligent Solutions

  • Our knowledge services offer impartial advice on the most appropriate solutions, tailored to meet specific requirements and focused on outcomes. This collaborative model ensures we remain a partner in our client's success story.
  • Sophisticated consultancy techniques for identifying issues and recommending solutions. 
  • Over 40 years of consulting experience, with 2.5 Mn+ projects hours, and 15,000+ projects delivered.
  • Digital transformation as a key service, leveraging all relevant technologies including automation.

Teleperformance consultancy business helps companies improve customer experience through data analytics and technology, delivering business transformation optimization and rapid results. Every interaction with your customers is an opportunity to generate value for your brand.

CX Consulting

Implement large scale transformation programs through Consulting and Knowledge Services for process re-engineering and automation. We can support strategic initiatives and tactical business requirements with Lean, Six Sigma methodologies and workforce optimization​ developing transformation strategies based on technology, analytics, and process excellence (T.A.P.)

  • Target Operating Model Design​
  • Process Optimization ​
  • Lean Six Sigma
  • Program Management​
  • Special Operational Audits and Assessments​
  • Business Intelligence
CX Consulting

CX Consulting

Implement large scale transformation programs through Consulting and Knowledge Services for process re-engineering and automation. We can support strategic initiatives and tactical business requirements with Lean, Six Sigma methodologies and workforce optimization​ developing transformation strategies based on technology, analytics, and process excellence (T.A.P.)

  • Target Operating Model Design​
  • Process Optimization ​
  • Lean Six Sigma
  • Program Management​
  • Special Operational Audits and Assessments​
  • Business Intelligence
Advanced Analytics

Advanced Analytics

Generate actionable insights from vast amounts of customer interaction data to “make the right decision” and to anticipate customer needs and behaviours. Advanced analytics is fundamental in customer service, marketing, sales and anti-churn processes . In order to reap the advantages of data, organizations must have the right approach, tools and skills.​

  • Analytics tools for analyzing voluminous, unstructured text data and providing sentiment analysis, word cloud, segmentation/personas definition and more​;
  • Smart data enrichment through the use external data and non structured data sources
  • Analytics platform that recommends Next Best Actions, products and services by understanding customer buying patterns and behaviors using historical data
  • Interactive analytics platform with advanced visualization enabling simpler, and faster data interpretation
  • Omnichannel interaction analytics to gain insights from conversations for maximizing sales and retention, operational improvements and compliance
  • Marketing analytics to define the best performing marketing levers for sales

​ Intelligent Automation

Automation at Teleperformance is much more than technology. We use technology to assist our employees, enabling them to perform their tasks in a quicker, smarter and more accurate manner.​

With digital transformation of processes through automation, Teleperformance delivers:​

  • Empowered agents: robots execute tasks on behalf of the agent or customer, such as placing an order or filling in information in different systems;​
  • Enhanced productivity and accuracy in processes: reduction in AHT and increase in accuracy, leading to happier customers.​
Intelligent Automation

​ Intelligent Automation

Automation at Teleperformance is much more than technology. We use technology to assist our employees, enabling them to perform their tasks in a quicker, smarter and more accurate manner.​

With digital transformation of processes through automation, Teleperformance delivers:​

  • Empowered agents: robots execute tasks on behalf of the agent or customer, such as placing an order or filling in information in different systems;​
  • Enhanced productivity and accuracy in processes: reduction in AHT and increase in accuracy, leading to happier customers.​

400+​ Experts


40+​ Years of consulting experience​


2.5mn+​ Project Hours​


15,000+​ Projects Delivered​

Market Research

Market Research

Market Research as a powerful tool not only for market analysis and assessment of needs to support decision-making processes, but as generators of immediate actionable insights aimed at generating measurable and tangible value.

Leveraging the most advanced technologies and solutions for the collection of active and passive, conscious and unconscious information and continuously invest in R&D for new research and analysis methodologies.

Fine mix of data collection capabilities – online and offline, qualitative and quantitative – to analyse and interpret the behaviour of individuals in real and realistic environments :

  • Passive data collection, for example smart meter to get information on browsing habits
  • Target enrichment for adding information on your target audience
  • Neuromarketing tools like Virtual Reality, Facial Coding, Eye Tracking , Galvanic Skin Response, Response Latency
  • Online community management for active listening to our client audience

Logomspa

We are part of MSPA, The Mistery Shopping Professionals Association, please visit the MSPA website.

Voice of the Customer

360-degree data driven Voice of the Customer CX transformation: shaping your brand and service strategy around the needs and demands of your market, generating value from any customer feedback.

Full set of skills and tools for successful executing of an Enterprise Feedback Management (EFM) CX transformation programme, beyond the implementation and operation of an EFM platform, including research (survey design, sampling, analysis), consultancy/change management and IT/professional services

Creating value by supporting CX management in three ways:

  • With the CX process transformation loop, top down initiatives are flagged and implemented to re-design CX processes around customer perception
  • With the customer 1-2-1 action loop, an immediate reaction to detractors & dissatisfied customers is defined before the customer value deteriorates
  • Predictive models to predict customer behaviour, and consequently trigger proactive action plans that anticipate customer needs
Voice of the Customer

Voice of the Customer

360-degree data driven Voice of the Customer CX transformation: shaping your brand and service strategy around the needs and demands of your market, generating value from any customer feedback.

Full set of skills and tools for successful executing of an Enterprise Feedback Management (EFM) CX transformation programme, beyond the implementation and operation of an EFM platform, including research (survey design, sampling, analysis), consultancy/change management and IT/professional services

Creating value by supporting CX management in three ways:

  • With the CX process transformation loop, top down initiatives are flagged and implemented to re-design CX processes around customer perception
  • With the customer 1-2-1 action loop, an immediate reaction to detractors & dissatisfied customers is defined before the customer value deteriorates
  • Predictive models to predict customer behaviour, and consequently trigger proactive action plans that anticipate customer needs

Our solutions leverage over 400+ experienced consultants in Research, Lean Six Sigma, Analytical and Statistical Models, Process Re-engineering and Solution Design Frameworks.

Let´s talk

Our solutions leverage over 400+ experienced consultants in Research, Lean Six Sigma, Analytical and Statistical Models, Process Re-engineering and Solution Design Frameworks.

Let´s talk

Contact us


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