Case Study: Teleperformance achieves faster call handling, lower operational costs and improved CSAT with NICE Systems

Quality Management Results in Savings and Satisfaction for Leading BPO

Teleperformance, a global business process outsourcing leader with ~300,000 employees and operations in 170+ markets, tasked its Benelux team (serving Samsung) with improving customer experience insights, reducing average handle time and non-talk time, lowering operational costs, and making QA and transaction monitoring more efficient—without adding overhead. The core challenge was to capture and analyze customer contact reasons and sentiment across omnichannel interactions and scale monitoring to drive actionable improvements.

By integrating NICE Nexidia Analytics and Quality Central into its BEST QA program and DMAIC-driven improvement cycle, Teleperformance automated transaction monitoring and focused change management on adoption diffusion. Results included a 40% reduction in silent time (cutting AHT by 20 seconds), 36% fewer agent-to-agent transfers, a 55% drop in transfers after IVR, a 3.2 FTE reduction in QA effort, a 6% lift in transaction monitoring scores and a 2.2% improvement in CSAT—delivering cost savings and sustained value beyond the initial ROI.

Teleperformance

Paul Joustra

Digital Transformation Project Lead CEMEA