Monthly Archives: February 2014

What is the future for retail loyalty programmes?

Posted on February 27, 2014 by simondillsworth

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

Posted on February 26, 2014 by Julia Gibbs

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 callcentrehelper.com, Ann-Marie … Continue reading →

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Teleperformance had a great 2013!

Posted on February 25, 2014 by Alistair Niederer

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 →

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Satisfied customers are loyal customers.

Posted on February 21, 2014 by darrenwakeling

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 →

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Is great customer service the way forward for utilities?

Posted on February 19, 2014 by stuartmorristp

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

Posted on February 18, 2014 by simondillsworth

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 →

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Will mobile roaming charges be scrapped soon?

Posted on February 13, 2014 by simondillsworth

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 →

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Shopping online is the new normal for retail

Posted on February 12, 2014 by darrenwakeling

As we now head into February, Christmas is far enough behind for analysts to start crunching the data and describing what happened in the final quarter of 2013 – and in particular those final weeks where every retailer was hoping … Continue reading →

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Would you allow a utility to control the energy use in your own home?

Posted on February 11, 2014 by stuartmorristp

In my last blog I mentioned the challenges or rolling out smart meters across the UK and how there is a growing sense of concern amongst some consumers about issues related to privacy. I was therefore interested to see the … Continue reading →

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How smart are smart energy meters?

Posted on February 7, 2014 by Julia Gibbs

This post is by Stuart Morris, Strategic Account Director at Teleperformance UK. Smart meters have been around for some time now and most people appreciate the benefits. The customer feels they have more control over their utility use when they … Continue reading →

Posted in Current Affairs, Customer Service, Innovation, Technology | Tagged , , , , , , , , , , , | 2 Comments