It's a complete solution suite that spans a range of disciplines to help you manage and optimize the performance of your contact centre. You can expect improved customer interactions and loyalty, and increased lifetime value and profitability.

It consists of several applications focusing on customer interaction recording, performance analysis and e-learning management. Together, these tools provide complete analysis and management capabilities that allow your organization to evaluate, schedule, train and manage the performance of your contact centre.

Your Challenges

Your contact centre is under pressure to reduce operational costs and increase revenues. As the department with the greatest amount of customer contact, demands come from every direction.

• CEO: wants to see revenue growth and increased market share
• Finance: wants to reduce expenses
• Marketing: wants to launch a new campaign
• Customers: want accurate answers quickly
• Employees: want their needs met too

Our Solutions

The TELUS APO solution begins with key applications in:

• Workforce Management
• Quality Monitoring
• Performance Management
• E-Learning

To deliver best-in-class solutions focused on running an efficient contact centre, we have partnered with leading manufacturers of agent performance applications to provide flexible and scalable contact centre optimization solutions. These include solutions to help you:

• Measure and maximize agent productivity
• Use technology to handle high volume / low complexity transactions
• Schedule your workforce
• Monitor and evaluate agent performance
• Reduce network charges
• Increase customer satisfaction and loyalty
• Improve agent morale and reduce workforce turnover

Working with TELUS, you'll be assured of the world-class solutions that fit your business needs.