Case Study: Teleperformance India

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Case Study

Established in 1978, Teleperformance is the global expert in contact center management, creating more value through a better customer experience. The core business spans the full spectrum of CRM/BPO contact center solutions.

Teleperformance, India
Teleperformance established operations in India in 2001 and has grown to become a preferred offshore contact center outsourcing option, providing services to the U.S. and Indian market. Teleperformance India currently operates from 3 cities namely Gurgaon, Indore and Jaipur, with more than 3020 workstations and +3,500 employees between the 3 sites. Currently, the processes handled by Teleperformance India are Technical support for Adobe both voice and web support, Sandisk web support, Miscrosoft Office Web Support, Tellus sales marketing, Alliance one (third party collection). The following is a conversation between an employee of Teleperformance and an unsatisfied customer. Shivang Kapoor: “Thank you for calling Adobe Technical Support. My name is Shivang. How may I assist you?” Alan Paul: “Hello. I am Allan Paul and my customer ID No is 0180967141.”

Shivang Kapoor: “Sir, what is the issue that we are facing today.”
Alan Paul: “I am using Photoshop Elements 6.0 Mac on my MacBook, which I have recently purchased. I have a catalog containing 20,000 photographs, of which I took a back up from my previous Windows based computer. However, I am now facing trouble restoring it on my MacBook.”

Shivang Kapoor: “Sir, can I place this call on hold for two minutes while I research into the matter.”
Alan Paul: “Alright, go ahead.”
Shivang Kapoor is a tele-caller working for Teleperformance India (Gurgaon Office), for the Adobe Technical Support process. He handles issues related to Photoshop and similar products. He has been a part of the company for past two months.

Alan Paul is a customer facing technical issues while using Photoshop elements 6.0 on his MacBook. He is a professional photographer with a large database of photos. He relies completely on Photoshop Elements in order to store and edit his photographs.

After researching into the matter Shivang Kapoor gets back to him.
Shivang Kapoor: “Sir, thank you for staying on the line. I looked into the matter and also consulted my superior regarding it. However, I am really sorry to inform you that the restoring catalog option is not available on the MacBook version of the software.

Alan Paul: “So, are you trying to tell me that there is no way I can restore my catalog. I have over 20,000 photographs in it and I urgently need to access these photos.”
Shivang Kapoor: “No sir, it cannot be done.”
Alan Paul: “OK! Shivang I have a case ID No 150856528. Last time when I called, I asked your web support team the same question and specifically asked them if I can go ahead and purchase a MacBook, costing me $2700, for storing my photographs. I got an e-mail from them confirming the fact that a backup of the catalog can be taken and can be later restored on the MacBook. They also gave me a Knowledgebase article KB333522 which included the steps to do so. So, on their recommendation I went ahead and purchased a Mac book for $2700 and now you are telling me that it cannot be done.”

Shivang Kapoor: “Sir, I sincerely apologize for the mistake committed at my end. Please tell me what I can do in order to resolve this issue”
Alan Paul: “I bought the laptop after consulting your people and now it’s totally worthless to me. So, I want you to pay me that $2700, so that I can go ahead and buy a Windows compatible laptop.”

Shivang Kapoor: “Sir, I have an alternate solution for you. You can try installing Windows on your Mac book.”
Alan Paul: “How do I do that?”
Shivang Kapoor: “Sir, you need to install a software by the name of VMware and run windows as an application on your MacBook.”
Alan Paul: “So Shivang, you mean to say that I will have to purchase another software in order to install Windows....
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