What's New
06 July 2010
Emergency budget will result in consumers demanding even greater customer service
Useful Links
- Accreditation for Public Sector Contact Centres
- Blueprint for Publicly Funded Contact Centres
- COI Website
- Contact Council Website
- David Varney Report
- Performance Management Framework Detailed Report for Publicly Funded Contact Centres
- Performance Management Framework Overview for Publicly Funded Contact Centres
- Press Release: Teleperformance Certified to ISO / IEC 27001
- Press Release: Teleperformance named Home Office Supplier Value Award Winner 2009 for its Work with Identity & Passport Service
- Press Release: Teleperformance Named Winner in Public Sector at the 2007 Connect Awards
Public Sector
We perform in Public Sector Services
- 4 hour lead time to be up and running in an emergency - provided for Foreign & Commonwealth Office
- Advance customer satisfaction surveys inline with recent industry recommendations - provided for NHS Blood & Transplant
- Security cleared staff and secure areas - provided for Identity & Passport Service
- Complex IVR systems to deal with large volumes of calls in a crisis - provided for Environment Agency: Floodline
- Secure document receipt, processing and reconciliation - provided for Department for Work & Pensions
Why Teleperformance?
- Teleperformance is an approved government roster agency and a preferred supplier of Central Office of Information (COI)
- Public sector services account for 45% of our UK turnover
- We are quality and process driven having just been certified as compliant to ISO/ IEC 27001: 2005 - one of only 400 companies in the UK to achieve this standard and now undertaking PCI, the payment card industry data security standard
- Teleperformance is award winning in public sector - gold 2007 Connect award and runner up for 2007 NOA award "Outsourcing End-user of the Year"
We understand the challenges that face the Public Sector
- Teleperformance has been very involved in helping departments and agencies to adopt Varney’s recommendations and recently supported the 2007 Varney Review Conference, hosting its own workshop where clients including Bernard Herdan from Identity & Passport Service, Josh Beattie from Training & Development Agency for Schools and Ian Hamerton from NHS Blood & Transplant presented case histories and joined in a lively debate of the issues. Please click here to view our Varney summary
- The Contact Council - set up in response to the Varney recommendations has published detailed guidance and a framework for how to drive service improvement. Click here to find out more
White papers
- Teleperformance white paper: Implementing Varney - The Performance Framework. Performance Indicator Measurement by Post-Contact IVR Surveys, May 2008. Please click here to download