TAP inks deal with Teleperformance to improve customer care
According to the airline, "with the investment in Teleperformance services, TAP ensures a consolidated service structure in all markets where it is present".
Portugal’s flag carrier, TAP Air Portugal, has signed an agreement with Teleperformance to improve its customer service, the airline said in a statement released on Thursday.
In the same statement, the airline said it “continues to invest in improving customer service, which is a strategic priority for the company” and has therefore established “an agreement with Teleperformance, a global leader in integrated digital services”, to make “the customer support process faster and more agile and efficient”.
According to TAP, “Teleperformance will be globally responsible for customer service” in the areas of “help desk, contact centre, Miles&Go programme and social media support”, and “in addition, Teleperformance will also operate TAP’s new contact centre for travel agency support, 24 hours a day, seven days a week, from July 2023”.
According to the airline, “with the investment in Teleperformance services, TAP ensures a consolidated service structure in all markets where it is present and with the stable contribution of 700 employees”.
These workers will “provide customer service in several languages, including European Portuguese, Brazilian Portuguese, Italian, French, English and German,” TAP said, stressing that “over 90% of the operators will be based in Portugal and Brazil, with headquarters in Portugal.
The chief executive of TAP, Christine Ourmières-Widener, quoted in the same statement, said that this contract was “an important investment by TAP to improve service and service levels” and was also, she said, “a decisive step” to increase “the satisfaction of those who trust” in the company “to make their journeys, and an instrument for the execution of TAP’s strategy, to establish a profitable business from 2025.
In another statement, Teleperformance said the partnership had a three-year term and starts in January.
“The goal is to provide TAP passengers with a seamless customer experience and support,” said Augusto Martinez Reyes, chief executive of Teleperformance Portugal, quoted in that note, where he said that the company could “reduce response time and improve the quality of customer service that TAP seeks to achieve.”
Lusa asked TAP about the value of this investment, but the airline would not reveal the amount.
