Case Study: Teleperformance Drives Agent Efficiency Related Articles What Is a Knowledge Base? - With a Definition, Uses and Mistakes to Avoid Case Study: Microsoft Drives Down Absenteeism Case Study: LCC Improves Contact Centre Efficiency Case Study: Comdata's Consistent Process Drives Performance © Dilok Klaisataporn - Shutterstock - 1769365727 217 Filed under - Contact Centre News, Case Studies, Centrical Teleperformance’s Jaime Parra explains how his company raises the engagement, product knowledge, job skills, performance, and results of its agents and supervisors, and why Centrical was ‘an ideal fit’. “Centrical was an ideal fit to help us drive agent performance results” Jaime Parra, Project Manager Teleperformance Finds Agent Engagement With Centrical Dramatically Lowers Errors Teleperformance 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.” Teleperformance saw a 60% reduction in the number of errors in call-flows among agents who actively engaged with Centrical employee engagement and performance management platform. This had an immediate, positive impact on Teleperformance’s clients, and their customers. Teleperformance Drives Agent Performance Watch how Teleperformance drives agent efficiency using Centrical to drive better knowledge, engagement and focus. This blog post has been re-published by kind permission of Centrical – View the Original Article For more information about Centrical - visit the Centrical Website About Centrical Centrical provides a real-time performance management, microlearning, gamification, coaching, and voice of the employee platform for frontline teams. The solution inspires and personally guides employee success and growth by making every moment actionable. Read other posts by Centrical Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: Centrical Published On: 23rd Feb 2023 Read more about - Contact Centre News, Case Studies, Centrical Recommended Articles What Is a Knowledge Base? - With a Definition, Uses and Mistakes to Avoid Case Study: Microsoft Drives Down Absenteeism Case Study: LCC Improves Contact Centre Efficiency Case Study: Comdata's Consistent Process Drives Performance Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter