Case Study - MM Teleperformance

"implementation of Factonomy Framework extended our training capacity by 25%"

Project Summary

MM Teleperformance is the UK's leading provider of outsourced CRM and contact centre services, and part of the global SR Teleperformance group.

They required a solution to create and deliver quality metrics for clients.

The Factonomy Framework was configured to build a knowledge assessment tool for MM Group’s 3,000 contact centre agents based across the UK. The tool, accessed through a browser, provides the ability to test agent knowledge and create Q.A. reports for clients.

This solution was fully configured and in use in 6 locations around the UK within 3 weeks.

The system extended MM Teleperformance training capacity by 25%.

Client Comment

"The efficiency of the Factonomy Framework is staggering; we are now in control of agent knowledge assessment and furthermore, we can prove the quality of our service to our clients through the provision of reporting materials."

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