Latest News  

Discover how Google Cloud and TELUS International are working together to create a better employee and customer experience

Key Takeaways
• Google selected TELUS International as a customer support partner because of its strong employee retention, brand commitment and compatible culture.
• TELUS International enjoys attrition rates well below industry average, and employee engagement scores exceed 80%.
• As Google seeks continual feedback on products, TELUS International shares from its own experience

2017-11-30 14:53:18

TELUS International provides customer support to some of the tech industry's most innovative and respected brands. And in many instances, it uses the technology it supports to deliver the best customer experience to a savvy user base.
Take its collaboration with Google, which started in 2011 when G Suite (previously Google Apps for Work) was growing rapidly; those new customers expected service in line with Google's world-class brand.
At the same time, TELUS International was looking to enable its fast-growing global operations. Products like Google Docs, Google Drive, and Google Hangouts have helped TELUS International integrate its operations, including acquisitions on three continents, onto a common collaborative platform.
"Deploying Google Cloud has made our more than 25,000 team members more productive when supporting customers," says TELUS International president and CEO Jeffrey Puritt. "From collaboration and standardization to business intelligence and machine learning, Google enables us to speak the same language across our global business."
Google selected TELUS International as a partner in customer support because of its strong employee retention, brand commitment and compatible culture. TELUS International enjoys attrition rates well below industry average, and employee engagement scores exceed 80%, according to Aon Hewitt.

The Culture Value Chain - with Frost & Sullivan


A profitable approach to customer service through agent engagement
Download the white paper
Months into the pilot program, Google saw its own customer satisfaction ratings climb, and as the Google customer base exploded, so too did its relationship with TELUS International. Now, TELUS International devotes 2,000 employees to handling support cases for several Google products, while Google continues to grow its Cloud customer base.
And when it comes to customer experience innovation, both parties bring a lot to the table.
From enhancing Google's training, quality and coaching programs to finding the right success metrics, TELUS International and Google Cloud have worked together to provide a positive experience for both employees and customers.
Likewise, Google has helped TELUS International by equipping its team leaders with Google Chromebooks loaded with up-to-the-minute performance data while they walk the floor. "They can use relevant information in real time to influence immediate and meaningful changes, including on-the-spot coaching of agents," says Peter "Scotch" Scocimara, senior director of support for Google Cloud. "It really changes the dynamic of the entire call floor."
An important side benefit: as Google seeks continual feedback on products, TELUS International shares from its own experience.
Most important, like Google, TELUS International strives to make work satisfying, providing exceptional perks, from on-site daycare to game rooms to gyms, to thriving community giving programs. "Our industry has been slow to realize that surrounding employees with the finest tools and technologies is great, but if engagement is low and attrition is high, customer service will suffer," says Puritt. "The customer experience will never exceed the employee experience."
With aligned corporate cultures and a shared dedication to customer experience innovation, it's clearly a collaboration that works both ways.

Keep up-to-date with the latest thinking about BPO, ITO and Contact Center solutions. Each month, TELUS International, a global provider of contact center outsourcing and BPO solutions, shares insights on the latest customer service trends.
Related articles: https://www.telusinternational.com/


0 COMMENTS ^ Go back to Top
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
A.T. Kearney: The widening impact of automation impact the business model of outsourcing

According to a recent article of A.T. Kearney and based on the findings of Global Services Location Index for 2017, the developing nations have long enjoyed the economic benefits of other countries' offshoring.

 Read Full article »
Freelancing – a solution to staff shortages for companies

According to Smartree Romania, a leading provider in Romania of outsourcing payroll services and personnel administration, freelancing has become more present among Romanians lately. Working with freelancers ca

 Read Full article »
Kaspersky Lab: Targeted attacks on radar for industrial organisations

Of the industrial companies that participated in the IT Security Risks Survey , every fourth has faced a variety of cyberattacks. Worryingly, one of the fastest growing types of threat among the multitude targe

 Read Full article »
E-commerce: Romanian companies sell online on their own, above EU average

A share of 16 percent of all enterprises located in the EU and employing at least 10 people received orders via a website or apps (web sales) in 2016, Eurostat reveals. At the same time, more than 8 in 10 enter

 Read Full article »
FAB LAB Iasi nominated at CEE Shared Services and Outsourcing Awards in Warsaw

Iasi city, in Eastern Romania, together with Conduent company and FAB LAB IASI project have been nominated at CEE Shared Services and Outsourcing Awards, to take place at Warsaw at the Hotel Intercontinental o

 Read Full article »
Endava and Velocity Partners announce merger to become truly global IT player

The merger between Velocity Partners, an innovative software development company with a strong presence in Latin America, and Endava, a global technology company with a sustained consistent growth and offices a

 Read Full article »
ACADEMY+PLUS: The partnership with private sector enables the forming of IT specialists meeting market demands

ACADEMY + PLUS, the free programming school, officially opened its activity in Bucharest. The inauguration takes place in partnership with the private sector and aims to train 140 IT specialists within the fram

 Read Full article »
Colliers: The availability of workforce influences the outsourcing companies' demand for office spaces

The demand for office space for the BPO / SSC sector in four major CEE cities - Wroclaw, Lodz, Krakow and Sofia - accounted for 60 per cent of the total demand in the first semester, while in Bucharest this was

 Read Full article »
Atos proposes to acquire Gemalto to create a global leader in cybersecurity, digital technologies and services

Atos. a global leader in digital transformation, announces that it has made a formal proposal to acquire Gemalto by way of a public offer for all of Gemalto issued and outstanding shares

 Read Full article »
Four companies represent Romania in Deloitte 2017 Technology Fast 500TM EMEA rankings

Trencadis, Tremend, APSISWARE and Qualitance represent Romania in this year's Deloitte's Technology Fast 500 rankings for Europe, the Middle East, and Africa (EMEA).

 Read Full article »
 
 
MOST READ ARTICLES
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» Romanian Outsourcing Awards for Excell...
» Molson Coors started to grow its busin...
» Romania's IT industry could grow at an...
» TELUS International: How customer serv...
» Capgemini to open new office at Suceav...
» ABB opens the first robotics training ...
» Comdata to buy four subsidiaries of Fr...
» Four companies represent Romania in De...
» Committed to growth
 
EDITOR CHOICE
TELUS International: Chatbots - The pros and cons of automated customer service

Learn what key factors to consider before introducing chatbots to your customer service strategy

 Read Full article »
Why AFI Tech Park is the best value for money office project in Bucharest(P)

Based on the insight that location is a strong criteria employees take into consideration when choosing their workplace, AFI Europe Romania is currently developing AFI Tech Park, the newest office destination i

 Read Full article »
Shifting the workplace perspective towards high-end added value

This month, OUTSOURCING TODAY organized The Workplace of the future in IT and Outsourcing at Caro Hotel Bucharest, a new concept event meant to connect fast-growing corporate tenants from IT and outsourcing ind

 Read Full article »
Andrei Romanescu, Managing Director of Veeam Romania: Outsourcing sector, a decade evolution

Since the early 2000s, this sector has grown at a significant rate (about 20-30% per year). The industry has evolved from focusing on cost and labour arbitrage to adding value – therefore the growth is not so

 Read Full article »
TELUS International Europe: Discover how successful smart-home providers deliver exceptional customer service

Key Takeaways

• Internet of Things (IoT) connected home devices are making the contact center and customer service more important than ever. • A friendly approach and positive attitude are import

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events