Case Study: Teleperformance improves agent efficiency with Centrical

Teleperformance reduces call flow errors by 60% with Centrical

Teleperformance, a global leader in digitally integrated business services, faced the challenge of increasing engagement and improving the performance of its customer service agents and supervisors. To address this, they partnered with vendor Centrical and implemented its performance management platform to boost product knowledge and job skills.

Working collaboratively with Centerial, Teleperformance created performance challenges and learning missions. The Centrical platform integrated painlessly with their existing systems. The solution delivered significant results, including a 60% reduction in call flow errors among engaged agents and a 15% improvement in ratings from medical professionals.

Teleperformance