Case Study: Teleperformance achieves 100% interaction visibility and rapid analysis with NICE Systems

Quality Automation and Advanced Analytics Spark Improved Interactions

Teleperformance, a global CX and BPO leader operating in China with 7,300 agents, faced slow, manual analytics and QA processes that relied on Excel, limited visibility into interactions (sampling just 2–5%), and struggled with chat management and sales conversion goals. These inefficiencies constrained timely insights, hindered agent coaching, and threatened the company’s ability to scale high-quality customer experiences.

Teleperformance built TP Interact on NICE Interaction Analytics and NICE Quality Management with NICE Value Realization Services support to automate reporting, QA workflows and smart coaching while upskilling teams. The solution raised interaction visibility to 95–98%, cut analysis time from days to seconds, improved QA efficiency and boosted sales conversion rates by about 5%, delivering faster insights and better customer interactions.

Teleperformance

Sisi Wan

Sr. Analytics Director APAC