With the multi-dimensional service that Huawei started to offer to its customers under Teleperformance and Huawei cooperation, the customer satisfaction score increased by 6 points to 92.

Teleperformance, the world’s leading outsourcing service provider for customer and experience management processes, has added another success story that combines its technological strength with a human focus. Recently, Teleperformance has made a significant contribution to the brand’s success in customer satisfaction through its ongoing partnership with Huawei, the world’s largest manufacturer of network and telecommunications equipment.

To ensure the highest customer satisfaction as part of their collaboration since 2018, periodic courtesy visits were made to customers purchasing new products from Huawei, and their satisfaction and needs were closely monitored. 1st, 2nd and 3rd level teams were formed to provide fast and accurate solutions by reviewing incoming requests. The resolution rate (FCR) on the first call increased by 25 to 92. The response time for social media posts has been reduced from 4-5 hours to just 15 minutes. This increased the brand’s customer satisfaction by 6 points to 92.

“We redesigned the processes in all product categories together”

Sezin Mızraklı Avalin, Deputy General Manager of Sales and Marketing of Teleperformance Turkey, stated that their goal is to create the best customer experience with value-added services created in accordance with needs: “With our approach of continuous development and improvement, as Teleperformance, we have mapped and localized all processes of our customers from start to finish in accordance with the needs and expectations of Turkish consumers.By tracking in detail the breakdown of all requests and complaints on a daily and weekly basis, accelerated the actions our customers should take. Together, we redesigned the processes in all product categories. A team of active social media users within the customer service team created process mapping and made improvements to both the processes and the platforms used, so that end-to-end on the customer requirements could be met. We have achieved more than 6 improvements in all operational KPIs, including service quality. ” say.

It is no coincidence that first place in Complaintvar 3 years in a row

Huawei Turkey Service Manager Batuhan Işık commented on their collaboration with Teleperformance Turkey: “We have been working with Teleperformance since November 2018. We get customer service and 1st and 2nd level technical support to the end users of the brand through voice, email, chat and social media. With the system monitoring methodology that Teleperformance has established in social media management, we are able to handle complaints within 15 minutes. Created within our customer service team and made up of experienced employees, this complaint management team followed up on requests coming in through sahivangen.com in real time. Our brand has been in the first place for 3 years in a row, because it communicated with customer, repair center and other third-party suppliers to solve it within the same day, and provided detailed information to customer until the process was completed, and followed it from beginning to end.”

We support Huawei’s e-commerce platform through 3 channels

Expressing her satisfaction that they have begun to receive the results of the studies conducted, Sezin Mızraklı Avalin shares these results and plans for the future as follows: https://consumer.huawei.com/en/offer/ With our e-commerce team, which supports the e-commerce platform in 3 channels, we contribute to the revenue generation and retention processes of our customers. With our contribution, an average of 15% of the monthly turnover is achieved. In the coming period, we will continue to support Huawei in things like multi-language services, sign language support, video technical support, projects to reduce repair center costs, more automated reporting and tracking system developments for a better customer experience.”

Source: (BYZHA) – Beyaz News Agency