Case Study of Teleperformance BPO

Executive Summary

Teleperformance BPO recorded improved ROI and reduced Total Cost of Ownership after moving to CZentrix's Contact Center Solution, reducing their infrastructure cost by 50%

Challenges

In a cost sensitive market like India, the profit margins are usually very thin for a BPO and get stretched further due to high setup cost and customization. For Teleperformance, the challenge didn’t end there. Their CRM could not integrate with their previous telephony providers on a single login screen. The support from telephony provider was severely lacking. They needed a quick turnaround.

What Changed At Teleperformance

Teleperformance's move to CZ SME Suite ensured availability of complete contact features (IVR, ACD, Voice Mail, Dialer, Voice logger, report engine, monitoring tool) and integration with any third party CRM/DB/ERP solutions. It aided scalability with 150 users and 8 PRI lines (240 concurrent channels) on a single server. Along with CZ SME Suite, an IVR based C-SAT survey module was provided for real time feedback from customers and an active-passive redundancy solution with an uptime SLA of 98.4%.

What This Means

• Reduced infrastructure cost by 50%
• 24x7x365 days support services meant proper maintenance of their processes, software and hardware
• CRM integration with CZ SME Suite increased the agent productivity by 25%
• A highly scalable solution provided them the flexibility to grow on the move
• CRM integration with CZ SME Suite increased the agent productivity by 25%