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CPG
Health & Beauty
Improve the CX Experience
The way consumers interact with their favorite brands is constantly evolving; TMP Direct is prepared to assist clients in the support of these ever-changing operations. TMP can provide flexibility with “Best Shore” solutions by providing teams in the U.S., along with a large offshore workforce across the globe that provides support for voice, email, chat, messaging, and fulfillment. Our support staff and custom IT abilities provide our clients with a fully customizable experience.
What is your business’ priority over the next 5 years? If the answer is growth, providing customers with an amazing customer experience can DOUBLE your revenue in this time. 86% of customers say they see value in a positive experience and will pay more for the product as a result. On the other side of the coin, 1 in 3 customers will leave for a poor experience. Don’t let your customers slip away due to poor customer service!
Why TMP Direct?
Turn-Key Solutions
Allow TMP to understand your needs and we’ll take it from there to provide a ready-to-go product with the Design, Suitability, and Performance to meet your vision.
Our clients save an estimated 97% of their time on new projects!
In-House IT Development
No need to wait for a constant back-and-forth between multiple vendors! Our team promotes efficiency with one team under one umbrella.
The libraries, platforms, and tools we can create save our customers on average 50% from their current solution!
Multi-Application Integration
Both widely-used and custom tools can be linked together to provide a seamless experience and transition of data throughout the customer journey.
Our customers use on average 3 different platforms and achieve these smooth interactions.
Dedicated Support
75% of customers say the most important attribute of their experience is a fast response time. We achieve 24x7 coverage through a concentrated and well-managed operations team. Our commitment to meeting KPIs includes utilization of forecasting tools and having dedicated and shared agent staffing models to handle sudden shifts in volume.
Cloud-based and Premised Environments
Our functionality to operate in adverse conditions is stellar; our infrastructure has redundancies in place to ensure constant uptime and our agents have the ability to work from any location. 100% of our software operations and agent tools can be managed from anywhere.
Best-Shore Staffing
As a worldwide business entity, we can meet the unique service and economical demands of your requirements. We operate across 4 continents and over 10 countries to identify the best-fit resources.
Veteran Leadership
Our executive team combines over 100 years of customer service experience. The commitment our leadership has to best practices and innovative tools keeps our company guided in an upward direction.
Security & Protection
TMP meets SOC and PCI compliances to ensure we are handling all customer and client information in a safe and secure manner.
Security services can account for up to 50% of an IT operating budget. Trusting in an established and compliant business can provide peace of mind and cost savings at the same time.
Integrity and transparency
9 in 10 customers are likely to stick with a business if they trust them. Clear KPIs and our commitment to them maintain that trust. Reporting and analysis is at-the-ready to show the team’s performance in detail.
World Class CX Experts
Our team aims to protect your customers from the competition using best practices in both retention and outreach.
1. Great Team
We understand the expediency that today’s customer requires. Our team is prepared to handle the myriad of questions or concerns that one can encounter with a product. Our Contact Center is able to provide all methods of support for your customers in providing product FAQs and making amends for customers with complaints. Our team is able to handle all situations, light and severe, to ensure your customers are receiving a white glove experience and continued loyalty.
2. Crisis Management
Bad news travels faster than good news. Whether your business is experiencing a recall, public relations issues, or any other event that may incur a high volume spike in traffic overnight, our team is ready to strategize and implement a solution to manage these challenges.
3. Customer Engagement Solutions
90% of businesses with 10 or more employees require a type of CRM tool. TMP can catalogue the entire customer journey on your behalf.
1. Inbound Qualification
Offering consultation is a great way to get in the door and earn a customer’s business. However, the qualification process can strain a team’s resources for unqualified customers. Our team can ensure they offer information and a pathway to ease the customer’s search. We are able to field inquiries from customers via multiple channels (with a live agent or over the web), and book those appointments for your business right away.
2. Outbound Lead Generation
Do you need help reaching out to a large amount of customers? Our proprietary dialer system offers maximum efficiency. Whether it is for pre-sale offers, qualifications, and payment processing, or post-sale satisfaction surveys, we can ensure a positive impression for your business.
1. Growing Awareness
Often a customer may not be purchasing a product because they don’t know yet that it exists. Our agents ensure the customers are well informed on the variety of products and synergy between them.
2. Appreciate Existing Customers
The probability of selling to an existing customer is 65%. Our agents have the savvy to pro-actively offer customers info on other products or services that are available.
1. Building a Relationship
Dissatisfied customers must be heard and cared for. Whether it is through a coupon, refund, or a simple apology, our team will do what’s right. If the customer will not use the product because it has too much sodium? We will offer them a low-sodium version to keep them in the family. Our goal is to provide a positive lasting memory of your brand on the customer.
2. Pro-active Renewal
Don’t wait for the customer to lapse or cancel! Our team will promote your product and ensure the cx cycle continues. We can set up auto-reminders on your behalf or reach out with our team to add a personal touch to your customer engagement.
1. Always Room for Improvement
The Voice of the Customer is arguably the most important feedback a business can receive to propel positive progress. We value continuous learning as it leads to a profitable improvement.
2. Measurable Results
Customers can leave feedback at the end of the call or receive an email about their experience. However the feedback is delivered, we can calculate and analyze the needs of the business based on the numbers.
While the average survey response is around 25%-30%, TMP boasts an average above 50%!
Our Customer Satisfaction Exceeds 95%!
1. Automation
Timely and automated reports are at your fingertips! We analyze all aspects of the customer experience, from KPIs to Quality Control. Real-time movement will prevent dissonance from ongoing activity. We can discover opportunities, specific insights/customer behavior, and amplify our presence with these more intelligent processes.
2. Customization
Our ability to create the exact portal of information you want to see sets us apart. As your business evolves, so will the analytics. The agility we offer can create a solution specific to your needs.
1. State-of-the-Art Technology
Our team is consistently developing and enhancing our proprietary services to suit your custom needs. Customer outreach is growing across the digital landscape and we aim to bring the most cutting-edge performance to meet the newest demands through both our AI technology and enhanced agent efficiency tools.
2. Safety & Security
The privacy of both our clients and our customers is of utmost priority. We are proud to maintain our SOC and PCI compliance to ensure our team can meet the confidentiality required.
3. Domain Expertise & Delivery Excellence
We have a strong focus on emerging technologies. As digital outreach evolves in chat and self-service offerings, TMP is able to keep up and learn these new features as they develop. Seamless solution integration allows your current systems to integrate and/or transfer data to ours. PCI and SOC compliance reinforce our security and best practices in managing our technology and your privacy.
1. Wide Variety of Business Knowledge
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The Transformation of Contact Centers: Pioneering Customer Engagement in the Digital Era
In the ever-evolving world of customer service, contact centers have undergone a remarkable metamorphosis. The conventional model of customer interaction, characterized by telephone conversations with support agents, has morphed into a multifaceted, digitally empowered ecosystem. This exploration delves into the captivating journey of contact centers, examining how they have revolutionized customer interactions, and how TMP Direct is pioneering this evolution. The Traditional Contact Center Landscape Not too long ago, contact centers operated within a fairly rigid framework. They relied primarily on telephone calls to connect customers with support agents. Customers dialed toll-free numbers, waited on hold, and conversed with live agents once their turn arrived. While this model was effective in its own right, it was not without its share of challenges. It was often time-consuming, led to long wait times, and accessibility was restricted. Embracing the Digital Age The advent of the digital era ushered in a plethora of new communication channels. Email, chat, social media, and mobile apps emerged as powerful platforms for customer interaction. TMP Direct swiftly recognized the significance of these channels and seamlessly incorporated them into their contact center operations. This shift allowed customers to engage with brands on their own terms, through the channels they preferred. Today, TMP Direct's contact centers are equipped to handle inquiries through a wide array of digital channels, ensuring that customer interactions are efficient, convenient, and highly personalized. Customers can engage in real-time chat conversations, send emails with their questions, or reach out via social media platforms, receiving prompt and contextually relevant responses. The Power of Data-Driven Insights One of the most groundbreaking advancements in contact centers is the utilization of data analytics and artificial intelligence (AI). By meticulously analyzing data, companies can anticipate customer needs, identify emerging trends, and offer proactive solutions. TMP Direct harnesses these technologies to gain invaluable insights into customer behavior and preferences. AI-powered chatbots are another innovation that has revolutionized contact centers. These intelligent virtual assistants handle routine inquiries, freeing up human agents to focus on more complex issues. Customers benefit from quicker response times, while businesses optimize their resources to gain maximum utilization. Maintaining the Human Connection Despite the integration of digital channels and AI, the human touch remains a cornerstone of contact centers. TMP Direct recognizes that customers still value authentic human interactions, especially when dealing with sensitive or intricate issues. The company has made substantial investments in training its agents to provide empathetic, knowledgeable, and highly personalized support. TMP has ensured that Every client brand messaging that is unique and defining has been consistently maintained through rigorous training and support. This hybrid approach, harmoniously combining technology and the human element, allows TMP Direct to deliver exceptional customer experiences. It serves as a testament to the company's unwavering commitment to evolving with the times while steadfastly placing customer satisfaction at the forefront. Omni-Channel Mastery In the modern contact center landscape, providing an omni-channel experience is paramount. Customers expect smooth transitions between channels, with all interactions meticulously documented for reference. TMP Direct excels in this aspect, ensuring that a customer's journey remains consistent, whether they switch from chat to email or phone support. This level of continuity plays a pivotal role in customer retention and brand loyalty. TMP Direct's expertise in omni-channel engagement sets it apart as an industry leader in the BPO sector. The Future of Contact Centers: A Glimpse Ahead The transformation of contact centers is a continuous journey, with evolving customer expectations shaping the landscape and new technologies. TMP Direct's commitment to innovation positions it well for the challenges and opportunities that lie ahead. In the coming years, we can expect contact centers to further embrace AI, machine learning, and automation to enhance efficiency and accuracy. AI-powered predictive analytics will empower businesses to anticipate customer needs and deliver proactive support, setting new standards in customer service. Additionally, as concerns about customer data privacy grow, TMP Direct will continue to prioritize data security and strict compliance with ever-evolving regulations. This commitment to data protection ensures that customers can trust the brand with their sensitive information, fostering confidence and loyalty. A Holistic Approach to Evolution TMP Direct's journey through the evolution of contact centers is not merely a technological one. It's a holistic approach that encompasses people, processes, and technology. Our commitment to nurturing a skilled and empathetic workforce, combined with dedication to innovative technologies, is the driving force behind our success in the BPO industry. The integration of modern technologies has also streamlined internal operations. TMP Direct's workforce management systems, powered by AI, optimize agent scheduling, ensuring that customers are always met with swift and efficient support. Adapting to Rapid Changes In a world where change is the only constant, contact centers must remain agile. TMP Direct understands that adaptability is key to success. We regularly evaluate emerging technologies and industry trends, ensuring that our contact centers stay at the cutting edge of customer service innovation. Moreover, TMP Direct actively seeks customer feedback to refine operations continually. A Global Perspective TMP Direct's footprint extends far beyond its domestic operations. With the globalization of business, the company operates contact centers around the world, ensuring that customers receive consistent and localized support, regardless of their geographical location. This global perspective allows us to serve a diverse range of clients, from startups to Fortune 500 companies, with unwavering excellence. Building Client-Centric Partnerships At the heart of TMP Direct's success is our commitment to building lasting partnerships with clients. The company understands that every business is unique, with specific needs and challenges. TMP Direct works closely with clients to tailor contact center solutions, ensuring that they align seamlessly with their objectives and values. This client-centric approach has earned TMP Direct a reputation as a trusted partner in the BPO industry. The company's ability to adapt and scale its services according to client requirements sets it apart in a competitive marketplace. Conclusion: Shaping the Future of Customer Engagement In conclusion, the transformation of contact centers is an awe-inspiring journey from a rigid and conventional model to a dynamic, customer-centric ecosystem. TMP Direct stands as a beacon of innovation in the BPO industry, leading the charge in embracing digital technologies, data-driven insights, and a harmonious blend of human and AI interactions. The future of contact centers is bright and promising, with TMP Direct at the forefront of shaping the landscape. As technology continues to advance and customer expectations evolve, TMP Direct's commitment to excellence, adaptability, and client-centricity positions it as a trailblazer in pioneering the future of customer engagement. The journey of contact centers is far from over, and TMP Direct remains dedicated to staying ahead of the curve, ensuring that businesses and their customers continue to experience unparalleled support and satisfaction in an ever-changing world.
Why PCI compliance is crucial
Data security and privacy are today a prime focus for most organizations globally. While there have been several regulations and standards introduced to improve data security, the evolving landscape makes it challenging for organizations to stay compliant. For many, General Data Protection Regulation (GDPR) and Payment Card Industry Data Security Standard (PCI DSS) are the first topics that come to mind when privacy is concerned. PCI DSS refers to a combination of requirements that make sure all companies that store, process, or transmit credit card information provide an environment for their customers' data that is safe and secure. PCI DSS is composed of helpful rules and guidelines that keep sellers and their customers safer. It was first introduced as an official regulation in 2006, by major credit card companies such as Visa, MasterCard and American Express. The PCI DSS is not a regulation per se, and it does not supersede local or regional laws, government regulations, or other legal requirements. However, it has become the financial services industry standard for information security, and compliance is a prerequisite for working with global payment card brands. In 2020, US consumers reported losing more than $3.3 billion to fraud—an increase of nearly $1.5 billion compared to 2019. Improving the data security of card payment systems is the job of the PCI Security Standards Council. They make available standards and materials that incorporate tools, measurements, frameworks, and resources to support organizations as they endeavor to uphold cardholder information security. The council uses PCI DSS as a framework for creating comprehensive payment card security processes that allow for the detection and prevention of and response to security issues. A Qualified Security Assessor will verify all technical information given by the merchant or service provider, use independent judgment to confirm the standard has been met, provide support and guidance during the compliance process, adhere to the PCI Data Security Standard Assessment Procedures, validate the scope of the assessment, evaluate compensating controls and produce the final report on compliance. While the cost of attaining PCI compliance varies depending on what you already have in place, the cost of not being compliant is considerable. The cost of non-compliance is best determined by calculating the cost of a security breach. Although fines are not published for the public, they can be steep. They tend to be between $5,000 and $100,000 for each month you are out of compliance. This holds true for both on-premises and cloud systems. PCI compliance involves 12 distinct requirements, all of which are designed to enhance security. They are as follows: install a firewall and maintain it, initiate strong password protections, protect the data of cardholders, encrypt data that gets transmitted, install and maintain antivirus software, update your software, restrict access to data, establish unique IDs for those with access, limit physical access needs, establish and maintain access logs, scan and perform tests to identify vulnerabilities and document your policies. The problem for most large retailers is that they treat security controls as being a 'tick box', where once a year they show their PCI QSA that they have the policies, processes, and technologies. But only focusing on an annual compliance assessment can create a false sense of security. Investigators have realized that security controls used by organizations that had passed an assessment were often out of compliance when breaches occurred later. According to Verizon’s 2020 Payment Security Report, an astounding 72 percent of all organizations assessed on PCI DSS compliance failed an interim validation. That means that, although they had achieved 100 percent compliance in a previous assessment, only 28 percent were able to maintain that level of compliance in between assessments. In the past decade’s worth of these annual reports, the best performance was reported in 2017, when 55 percent of organizations were found in full compliance. Thankfully, new technologies are available to help manage scope and minimize risk all year long. Identifying sensitive data is the fundamental first step, followed by accurate classification and intelligent data protection. The more you automate and integrate these steps in one continuous, policy-driven process, the more effective your data protection, compliance, and risk reduction efforts — and the less disruptive they are to business users. TMP’s role TMP meets PCI compliance requirements to make sure we are handling all customer and client information in a safe and secure manner. As digital outreach evolves in chat and self-service offerings, TMP is able to keep up and learn these new features as they develop. PCI compliance reinforces our security and best practices in managing technology and privacy.
Looking beyond the NPS
‘On a scale of 0–10, how likely would you be to recommend us to a friend or colleague?’ We’ve all seen the pop-ups as we work away in web-based applications or the requests in email messages we receive from vendors asking us to rate their software or service. It’s all part of an organization’s effort to calculate that all-important net promoter score (NPS). NPS was developed and trademarked by Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld in 2003. Reichheld claimed in the Harvard Business Review that it was the “one number you need to grow” when he introduced the concept. NPS is a metric that measures customer satisfaction with a company, with scores ranging from -100 to 100. The score falls into three groups. If a customer scores you as a nine or a 10, they are promoters. If they score you as a seven or an eight, they are passive. You don’t know if they are leaning toward loving you, leaving you, or they just don’t care. And, a score of a six or lower means you have a detractor. To calculate, you subtract the number of detractors from the number of promoters, and divide it by the total number of respondents times 100. NPS is a polarizing statistic. On one hand, there’s a cult that believes it’s the chosen metric, one customer-experience number to rule them all. On the other, there’s a group that sees a vanishingly thin and arbitrary line between a ‘promoter’ and a ‘passive,’ which can cause massive scoring differences. The truth lies somewhere between. NPS is far from perfect, but used in combination with other customer-experience metrics it can add real value to your view of the customer journey and how your customers feel regarding your brand. Satisfied customers are less likely to leave your brand, which means there should be an inverse correlation between NPS and churn rate. Customers who score as promoters should also reduce churn in a second way if they follow through on their willingness to advocate on your behalf, because customers who were referred to a brand are also less likely to leave it. An NPS campaign is an easy way to check the box that you have done something to quantify customer satisfaction. But, it’s just another example of our move to automation at scale. We’re asking our customers to have conversations with chatbots or respond to an impersonal pop-up instead of actually interacting with them. And we can lose out on a ton of customer insight when we optimize those one-on-one discussions out of existence. When you fall back on NPS scores, you may only get superficial information that measures your customer’s sentiments during a very brief moment in time. You can miss out on the critical, nuanced conversations that can uncover how they’re really feeling regarding a particular feature, function or experience. That’s why those NPS scores are just the starting point. Once they’re in, it’s time to go old-school and pick up a phone. It’s mind-boggling that companies would rely on NPS as a key management metric when you consider that the score doesn’t explain why a customer would recommend the firm, doesn’t take into account consumer demographics and it measures intention, not behavior. Yet, organizations use NPS scores to drive all kinds of business initiatives — from new product launches to customer service efforts and even executive compensation packages. NPS doesn’t tell you what you need to fix. It is only an indicator of how likely a customer is to recommend you in the moment. If they give you a bad score, it’s unclear exactly why they did, so it’s difficult to understand how you can improve the situation in the future. Likewise, if they give you a great score, it cannot often be discerned from that single metric what element or multiple elements contributed to their experience. With a single question, it’s hard to know. Asking for a little more detail can go a long way in understanding NPS ratings. Also, having diagnostic analytics throughout your sales and product usage process can feed you information that can help you understand what might be happening. For instance, if the time to complete an e-commerce transaction suddenly doubles because of server errors, and you see your NPS scores plummet, you can very easily correlate these things. TMP’s role Here at TMP, we believe the voice of the customer is arguably the most important feedback that a business can receive. We value continuous learning as it leads to a profitable improvement. Customers leave feedback at the end of the call or receive an email regarding their experience and we calculate and analyze the needs of the business based on numbers.
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