Big Data Analysis: A Big Help for Your Company
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Here at Teleperformance we are 100% devoted to your customers’ satisfaction. We investigate the latest customer trends to suggest new ways to ensure their happiness as we get to know your company, products, and services to empower them with new features desired by current or potential clients. We don’t settle for a regular customer service. We don’t want to just keep it running in a mediocre way. Every company that works with us knows that we are going to do everything and more to help them ensure the their customers have the best possible experience, making their brand people’s favorite.

To get to know your customers better, we have developed an amazing tool called On target. It’s a predictive solution integrated on the customer service department that helps companies build a better overall customer experience by getting to know them better and better every day. But how does On target work? Well, basically this tool analyzes big data in detail. First of all, On target collects every kind of customer behavior in a huge database, dividing them into different indicators: marketing information, billing, payments, consumption, customer service interactions, and so on. After a meticulous and detailed analysis, Teleperformance organizes all the data to create a model that indicates the probability that each customer has of developing different kinds of behaviors: how likely is that this client will file a complaint about billing? Is it possible that this person will write a negative post on Facebook about our retail stores?

After performing all this analysis, On target advises the company about different paths to take in order to prevent customers’ complaints and to reinforce their loyalty.

With On target, at Teleperformance we are offering an outstanding tool that helps them to get to know their customers better, to optimize their resources and to increase their profitability. Not bad, right? All of this can be done only with careful and detailed analysis of big data.

On target has proved to be extremely effective. We have reduced levels of claims by over 30% for different industries and clients. Also, we have increased the ROI of very important companies by applying customer service solutions indicated by On target results. On target is a proactive tool that lets us know exactly what are customers expecting from us, and what  we can do to give it to them before they can complain about not getting it. That’s why it’s quite easy to reduce claims, to increase customer satisfaction and to improve their overall experience with our brand while applying On target suggestions.

The main key to achieving all of this with big data is our experience. We have been doing this for years, and we have been working with all kinds of industries. We have developed a vast knowledge of customers and we have learned, over the years, what they are looking for in companies. We are passionate about what we do, we know exactly how to transform that passion into excellence for your business.


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