Case Study: Teleperformance achieves organized, searchable information and faster employee access with ProProfs Knowledge Base

Teleperformance - Customer Case Study

Teleperformance, a leading customer experience management company in Portugal, was storing processes on a shared drive that made it difficult for employees to find specific work instructions quickly. To move toward a more dynamic, user-friendly and agile knowledge system, Teleperformance selected ProProfs Knowledge Base to replace the inadequate repository and improve searchability and content management.

Teleperformance implemented ProProfs Knowledge Base—customizing the brand, involving Quality System, IT and Marketing teams, and working with the ProProfs team to resolve IT requirements—and used its simple editing/publishing, built-in reporting and user feedback features. As a result, information was reorganized by type and responsible area, employees can find content by typing a single word thanks to keyword search, and the failed searches report provides measurable insight to continuously improve accessibility and content.

Teleperformance