Customer relations, between artificial and emotional intelligence

Can you present Teleperformance in a few words?

David Gillaux: We support companies in their transformation, that is to say in their commercial performance, but also in the treatment of any interaction with their customers.In our opinion, human interactions with brands will become fewer, but more complex.These rare moments must therefore be considered as special, and that is to this that work Teleperformance.As such, our agents are the greatest wealth of Teleperformance!

After more than a year of health crisis, what are the challenges of customer relations today?

David Gillaux: Before the pandemic, customer relations was already a differentiation axis for certain companies.Since the crisis, customer relations have been at the center of all attention.And for good reason, it is possible to distinguish yourself from the competition in three ways: by the performance of the service or the product offered, by the price or by the personalized and high -end service offered to consumers.It is a major business issue for all companies.

Hence the importance of simplifying any interaction with customers, whether for example a problem linked to monitoring an order, the modification of a subscription or the explanation of an invoice.Nourishing customer satisfaction provides recurrence of purchase and belonging!

What contributions are made by Teleperformance to enhance the standards of customer relations?

David Gillaux: Our strategy is based on two pillars, namely High Tech and High Touch.High tech consists in looking for the best of technology, because we think that tools such as chatbot, callot or even speech analytics allow you to create a better customer journey.Added to this is the human touch.Thanks to our High Touch approach, Teleperformance works on emotion, which can be present during an interaction between a brand and a customer.A large part of the exchange is devoted to a very active listening, in order to provide each person with the best possible answer, both in substance and in the form.To do this, we are attentive to the verbalization of the exposed problem, but also to the degree of stress or the degree of emergency expressed during the relationship with the customer.This emotional intelligence allows Teleperformance to distinguish itself from other contact centers.In addition to solving his problem, the customer keeps a good memory of his interaction with our agents and with the brand.Through these two points, Teleperformance supports the digitalization of society, which has accelerated from the pandemic.Human interaction is no longer the only available solution, and the new generation is also consuming digital tools.Human remains essential during complicated processes.He can also be asked to reassure the customer, even when he found an answer to his problem with a chatbot or a callot.

Will AI take the place of man in the future of customer relations?

David Gillaux: No!It cannot, because complicated or specific requests can only be managed by humans.On the other hand, the AI is complementary.It thus has its place in customer journeys and in acquisition paths with brands.

In conclusion, how do you envisage the evolution of your sector?

David Gillaux: Our job is exciting, because in perpetual evolution!We must take into account several environments.On the one hand, we must constantly adapt to the technological environment.On the other hand, the societal environment has also been turned upside down since the emergence of COVVI-19.This is reflected in particular in a strong expectation of our employees in terms of telework.Finally, the customer environment is in the processing phase.

This permanent adaptability corresponds to the DNA and the force of Teleperformance.For more than 40 years, we have found solutions as close as possible to trends to support all of our customers and bring them the best satisfaction.

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