Tag Archives: training

Those persistent myths about outsourcing

Real Business featured a great article recently in which they described and debunked some of the myths about outsourcing a customer service function. You can read the full article here, but my comments on the five key points are: Language … Continue reading

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Going back to school with TP

Across the entire TP group we employ a lot of people, around 138,000 at the last count in 46 different countries. We aim to be an employer of choice in the locations where we operate and our TP University is … Continue reading

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Reading real books for business

Any manager today knows the problem. You want to keep improving your skills and learning more about sales, marketing, or management – all the things a modern manager needs – and the management book section is always heaving with new … Continue reading

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TP wins special recognition from Remploy Glasgow!

I’m delighted to announce that TPUK has received a Special Recognition Award at the Remploy Glasgow Branch Annual Awards earlier this month. This award recognises the outstanding work done by Teleperformance in Scotland to support employees and jobseekers with health … Continue reading

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The ‘myth’ of a salesman

Everyone sells for a living, in whatever profession they have. A journalist has to sell their ideas to an editor. A waiter sells ideas for the best main course. A taxi driver sells alternative routes to a customer when roadworks … Continue reading

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How do you define great customer service?

What is great customer service in a multichannel environment? It should certainly involve social media, but there are some more fundamental rules than just answering customer comments on Twitter. The Guardian recently explored the five key attributes of great service … Continue reading

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Teleperformance signs Deputy Prime Minister Nick Clegg’s Social Mobility Business Compact

I’m really pleased to say that Teleperformance has been congratulated by Deputy Prime Minister, Nick Clegg, today as one of the leading companies in opening their doors to young people from all walks of life. Teleperformance is named as one … Continue reading

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Your contact centre is a critical part of the business

The problems faced by HomeServe this week demonstrate just how valuable your customer service team really is. We have moved a long way from the days that customer service and the contact centre was bolted on as an afterthought – … Continue reading

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Future multi-channel contact centres – what will they look like?

We already have multiple ways for customers to reach out to the customer service department in a company. Writing a letter, calling, and chatting on IM are all common today, but things are changing fast. Social media is one obvious … Continue reading

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Nature vs Nurture

Great leaders are born, not made. This old adage still creates debate, even though most psychologists and military leaders believe that leaders are made and not simply born. I often hear the same debate rumbling on about customer service – … Continue reading

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