About

Teleperformance Portugal has been leading the customer experience management landscape for the last 40 years. We bring the best of human touch and technology to deliver exemplary customer experiences. As a digital-focused company, we strive to make customer interactions with brands easier. We provide a global network of talents and assets, helping businesses take their customer interactions to a whole new level.

Teleperformance

Problem

Before using ProProfs Knowledge Base, we had all the company’s processes on a shared drive. Well, this repository did not allow employees to easily search for a particular process or work instructions. They needed to search through a list of files, and that was not in line with our culture of innovation and agile methodology. We certainly needed a more dynamic and user-friendly knowledge base.

Solution

We tested various applications and finally selected ProProfs Knowledge Base mainly because of the simplicity in editing and publishing content. The tool's built-in reporting system allowed us to analyze whether our employees easily understand the published material. Its built-in user feedback feature is also good.
We decided to use our specific brand and implement some dynamism on each page. ProProfs allowed us to personalize our knowledge base. For the implementation, we involved the Quality System, IT, and Marketing teams. Throughout the implementation process, we had the support of the ProProfs Team. We faced some IT hiccups to meet our company requirements, but ProProfs quickly found us solutions.

Result

With ProProfs, we reviewed our communication plan and organized information in several ways: by type and responsible area. In addition, the search field coupled with keywords is a powerful feature as it makes information more accessible. Our employees can now easily search for information by typing a single word. The ‘failed searches’ report also allows us to continually improve the information available, create more information or make it more accessible.

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