The Teleperformance Advantage

Teleperformance has the experience and knowledge to guide you to a solution that works best for you, with in-depth knowledge of your industry, best practices, as well as deep consumer insights. We will work with you to enable the best solution, regardless of which technology you prefer.

What do we offer?

• Click-to-chat (Reactive and proactive)
• Click-to-call (Reactive and proactive)
• Video chat
• Email

Click-to- chat (Reactive and proactive)

Chat is a simple way for customers to get information via your website. Customers can typically connect to an agent in a minute or much less, can ask questions and get responses quickly, and without hassle. Chat can be placed throughout a website or just focused on specific pages that are problematic during the customer journey e.g. the shopping cart.

Chat is well suited to:
• Websites that are currently generating a lot of voice traffic and there is a desire to reduce costs per contact.
• Supporting products/services that are complex and are likely to leave customers with questions
• For complementing a website’s self-help in situations where the customer does not get a satisfactory solution.

Click-to-call (Reactive and proactive)

Customers can click a button and talk directly with an agent through their computer or device. As more and more customers use mobile devices, click to call offers a convenient way for customers to make contact without having to leave the website.

Unlike voice calls, click to call can be tracked from the page (including a customer’s details if they are in a logged in area), through to the agent and to any final solution that is offered. This gives an incredible opportunity to understand the number and type of issues that each web page creates. This allows web pages to have their content updated in an attempt to reduce the number of contacts, which will lead to a reduction in costs. For sites where sales are one of the goals, the sale can be tracked from the lead generation on the website through to the closing of the sale via the agent.

Video chat

Video chat has all the same functionality and benefits that come with click to call, but, with the ability for the customer to see the agent, and vice versa if required.

There can be huge advantages to allowing the person’s face to be seen, especially if the industry has a low volume, high revenue business model such as a bank with VIP clients, in which a high level of trust is needed.

Video chat is also a great option for some types of support. Customers can either show the problem with their product, or the agent can show how to resolve their issue on a product right in front of them. It can also be great for showing features on a product on a more interactive level than a simple video could. Unlike a video, the agent can take steps to close the deal or at least get sufficient information to qualify a lead for further follow up.

Teleperformance has worldwide experience using video chat in a number of situations and we are well positioned to implement a video chat solution based on your individual needs.

Email

Email is still an immensely popular channel for communicating with companies. Our data shows that email is in decline but it was still used in by 43% of customers who contacted customer service during 2016. Just because someone sends an email does not mean that an email response is always the right one. We have the means of providing support via alternative channels and making it part of your omnichannel strategy.

Reactive vs. Proactive

Reactive click-to-call and reactive click-to-chat rely on static buttons on a page to be selected when the customer feels the need to make contact. As reactive channels are passive, they will not push customers to make additional contact but will give customers the assurance that support is there if they need it.

Proactive click-to-call and proactive click-to-chat rely on a stimulus to offer an invitation to start a chat or call. Stimuli can be passive (e.g. amount of time on a website), or active (in response to pushing a particular button or scrolling to a certain point on a page). Technology solutions differ but in general, if the trigger can be scripted then it can be used as a trigger.

What about the technology

Teleperformance can provide technology, if needed. However, we are able to work with any current technology you are using, though this may restrict the implementation of an exceptional interactive solution. Our teams may be able to suggest solutions that can help overcome such limitations in your existing software.