Monthly Archives: February 2014

What is the future for retail loyalty programmes?

Total Telecom recently reported on an interesting new loyalty scheme called Pouch that focuses on using a phone app instead of a physical loyalty card. Of course loyalty cards are on the way out. Customers usually forget them and they … Continue reading

Posted in Current Affairs, Retail | Tagged , , , , , , , , , | 2 Comments

Teleperformance UK wins Infinity CCS’s Contact Centre QA competition

Recently we won the Infinity CCS “Be The Best” Contact Centre QA Competition. The competition – designed to recognise excellence and innovation in contact centre QA – was judged by three prominent figures from the contact centre industry: Jonty Pearce of, Ann-Marie … Continue reading

Posted in Contact Centres, Current Affairs | Tagged , , , , , , | Leave a comment

Teleperformance had a great 2013!

Our group CEO announced our financial results today for the full year of 2013 and I’m pleased to say that the company achieved record revenue numbers. Teleperformance enjoyed like-for-like revenues growth of +7.9%, above our original target and our EBITA margin raised to … Continue reading

Posted in Current Affairs | Tagged , , , , , , | Leave a comment

Satisfied customers are loyal customers.

Be honest now. How many loyalty cards have you got? I know that I have too many to carry around in my wallet. If I tried then my wallet would look like one of those comedy wallets with about 30 … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Retail | Tagged , , , , , , , | Leave a comment

Is great customer service the way forward for utilities?

The FT recently reported that faced with a grim future, many energy companies are choosing to reinvent themselves with a new focus on the technological revolution in home energy services. “We are now providing customers with solutions, rather than just … Continue reading

Posted in Customer Service, Social Media, Utilities | Tagged , , , , , , , | 1 Comment

Getting it right first time just became more important than ever

First Call Resolution has always been a bit of a mantra in the customer service industry. Analysis of when customers contact a company show that if the problem can be resolved on that very first contact it is better for … Continue reading

Posted in Contact Centres, Current Affairs, Human Resources, Innovation, Social Media | Tagged , , , , , , , , | Leave a comment

Will mobile roaming charges be scrapped soon?

In a move that will be cheered by many European business customers, Orange has started the process of scrapping their roaming fees for customers using their phones overseas. The French company has started applying new tariffs for their customers in … Continue reading

Posted in Current Affairs, Customer Service, Innovation, Telecoms | Tagged , , , , , , , | Leave a comment