Case Study: Global Technology Company improves ESAT, retention and CSAT with Teleperformance Home Agent Solution

Global Technology Company Improves ESAT, Retention and CSAT Using Home Agents

Global Technology Company, a global technology provider serving consumers with software, services, and devices, was looking to improve customer care as seasonal volume swings made it harder to recruit experienced agents through traditional on-site contact centers. The company needed a global partner that could expand recruiting reach and support higher service quality and customer satisfaction, so it turned to Teleperformance and its Home Agent Solution.

Teleperformance implemented a work-at-home customer care model supported by its operational, performance, and security frameworks, including TOPS, BEST, CCMS, and strong at-home fraud prevention and data protection controls. The results were strong: employee satisfaction for home agents was 28% higher than for on-site agents, retention improved by 25%–30%, and customer satisfaction increased by 5–8 percentage points.