Teleperformance, an outsourced omnichannel customer experience management firm, recently hosted a webinar on digital transformation for businesses to help them optimize their performance in today’s world.

The challenges during the pandemic have accelerated and pushed digitization in the country. According to a report by Epson Philippines titled “SMEs striving for Digital Transformation Amidst Many Hurdles,” 8 out of 10 small and medium enterprises (SME) in the Philippines already see the value of digital technology, especially when it comes to improving their business performance and customer experience.

In Teleperformance’s “TP Talks,” guest speaker Joanne Avendano, head of GCash Customer Experience Management, discussed how digital wallets provided safe and relevant financial services through a cashless ecosystem during the pandemic.

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Teleperformance Philippines also unveiled its suite of digital solutions to help local companies adapt to the challenges of the new normal.

“Technology is an amazing tool available to us. Along with data analytics, continuous process improvement, any business, big or small, can harness the potential of AI, automation, bots, data mining, gamification, and all these fun and wonderful tools to continue innovating for customers,” said Mike Lytle, CEO for of US, Canada, and the Philippines, Teleperformance.

Customer experience

Teleperformance Philippines shared how its digital business solutions suite has helped brands accelerate their digitization journey during the lockdown. Many businesses and consumers went digital and this created a new customer journey experience that resulted in an increased demand for agents. To meet these demands, companies need to design digital-first, low-effort experiences that prioritize customer convenience.

Teleperformance’s Voice2Messaging solution can link the service to any messaging or social media application using an Interactive Voice Response (IVR) that gathers information and routes calls. When a customer calls customer service and there’s a queue, the IVR Bot will provide the customer an option to chat with an agent to get real-time support. If the customer agrees, the IVR Bot will send a message to the customer on their messaging app of choice.

TP Chatbot

This service can even be linked to TP Chatbot to support and contain simple customer demands. For complex interactions, the bot can gather information before redirecting the call to an agent. Solutions like these can improve the customer journey experience by boosting the productivity of agents while decreasing handle time and chat containment rate.

Teleperformance’s TP Client is an internally developed customer relationship management (CRM) tool that helps integrate all touchpoints into one view. This allows businesses to track, resolve, and flag interactions as they go through the resolution journey by giving them an overview of all customer touchpoints. It enables allows customization of workflows to better integrate frontline and back-office interactions.

Teleperformance’s TP Interact provides the latest interaction technology and a team of dedicated interaction experts who can collect data for companies from multiple channels and analyzes these to look for patterns and insights that can be helpful in decision-making and interventions and improving overall performance, leading to increased customer lifetime value.

Employee productivity

Teleperformance’s Robotics Process Automation (RPA) automates end-user actions and reduces manual processes by 65%, which results in improvements in new agent productivity by 20%, up to 30% cost reduction, up to 35% error reduction while providing fraud protection via IVRS-TPIN integrated solution and audit management.

Through its suite of solutions, Teleperformance Philippines remains committed to being the partner of Philippines companies in search of digital solutions which would allow them to harness the advantages of new technology in an era of rapid digitization.