BPOs
TPS increases productivity by 46% through an integrated management system
Solution
46%
more agent productivity
62%
Increased contact index
+1000
agents at two locations
A country
Mexico
.png)
46%
more agent productivity
62%
Increased contact index
+1000
agents at two locations
A country
Mexico
The challenge
TPS had an existing call center platform and several applications developed in-house to manage the various operating systems related to the sale of credit cards. Your main challenge was to consolidate these multiple applications into an integrated management system.
Los more than a thousand customer service representatives and the opening of a new headquarters, led to the need for a technological base that was easily adaptable to functional demands and that would reduce operating costs, maximize productivity and offer a value-added service to its customers.
For each customer, TPS designs a unique solution. For that reason, the company required the flexibility to carry out tailor-made projects with speed and excellent quality.
The Solution
Inconcert worked with TPS on the implementation of workflows for the automation of tasks related to the telemarketing process for different customers, mostly related to the sale of credit cards.
The process encompassed telemarketing, quality control and delivery coordination activities. These were the solutions developed by Inconcert:
- For telemarketing activities calls were automated using predictive dialing. The management was carried out using an application implemented with the web application development which in turn contained intelligent dialog scripts.
- It developed a purchase acceptance form by the customer, which included the possibility of start/stop recordings linked to such acceptance.
- For the quality control, an application was created that allowed the verification of information and the listening to the recordings recorded by the agents when making the purchase.
- Finally, for the coordination of delivery and logistics a form was made from which information is collated with recordings, the documentation that will be sent to the customer is assembled and, when it is sent, the corresponding acceptances and recordings are attached.
- All forms and activities involved in the workflow are easily adaptable and modifiable. This gave them the flexibility and autonomy they needed to build tailor-made solutions for each of their clients.
The comprehensive management of the operation has always been practically an obsession for me. It's the only way to understand what the customer is demanding of us. That's why having an appropriate technological tool is essential. - Jorge Parra Gonzalez, TPS
The conclusion
results
Contact center with extensive experience and more than 2,000 employees
TPS Group is a contact center that develops solutions aligned with companies' business processes through different means: telephone, email and chat. Located in Mexico and with more than 2,000 employees in total, it has extensive experience in Telemarketing for inbound and outbound campaigns and in Outsourcing of telephone service, aimed at the growth and development of its clients.
