Omnichannel solutions for

customer support

Defining omnichannelAt TELUS International, we define omnichannel

as the evolution in customer experience that

empowers customers to interact with your brand

via any media channel, any device, anywhere with

a personalized, effortless and consistent customer

experience throughout their journey. In an omnichannel

environment, support channels are integrated in terms

of both data and experience to deliver an intelligent,

effective and low-effort outcome for the customer.

The goal of omnichannel is simple: to deliver the

best customer and brand experiences that drive loyalty

and top-line growth.

Taking a holistic view In the past, omnichannel discussions revolved

largely around technology, but to be truly successful,

organizations need to be set up strategically,

operationally, and technologically to support a thriving

omnichannel customer experience. A partnership with

TELUS International offers a holistic approach.

While technology has enabled new levels of customer engagement, many brands

still maintain siloed support channels, inconsistent operational practices, and varied

technology platforms forming the basis of their support organizations.

Pursuing a thoughtful omnichannel strategy can help your company achieve:

Improved customer satisfactionIncreased customer loyalty

Operational efficienciesCost savings

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Getting started As a global BPO provider, TELUS International has partnered with some of the

world’s most iconic brands to deliver high-tech/high-touch strategies to delight

customers. Our ‘beyond technology’ approach to omnichannel customer experience

means that we actively partner with you to achieve omnichannel success.

The TELUS International solutionOmnichannel customer service is an ecosystem of people, processes,

innovation, analytics and technology working together to enhance the

customer experience. Our holistic solution includes:

Why partner with us?Cultural alignment: The Culture Value Chain is the foundation of our omnichannel

solution, enabling us to replicate and sustain a client’s brand promise in an

outsourced omnichannel model. The Culture Value Chain starts with the highest

employee engagement scores in the BPO industry (81% according to Aon Hewitt),

and the lowest attrition rates (up to 50% below industry average). This means more

tenured and engaged team members to enable an effective transition to omnichannel

support - all while sustaining your desired brand experiences with higher NPS, CSAT

or L2R results.

Process intelligence: Process innovation is part of achieving omnichannel success.

From business process improvement initiatives, to our unique training and coaching

programs, to optimized workforce management capabilities, our team members

are proven at delivering integrated, consistent customer care. In fact, 70% of

our operational team leaders are Lean Six Sigma trained, focused on customer

transformation and execution excellence. In addition, when it comes to investing in

our frontline team members, our Coaching for Excellence program is an innovative

and structured method of outcome-based one-on-one coaching.

Enabling technology: Our flexible approach means working with your existing

technology and/or bringing our own suite of leading-edge contact center solutions to

the table. Our scalable TELUS Cloud Contact Center solution uses Cisco’s Hosted

Collaboration platform, an end-to-end enterprise grade solution that provides you

with the latest contact center technology, enabling you to scale up and down as

your business changes, while providing each team member with the exact features

required to deliver the best omnichannel customer experience.

2.Operations

Process intelligence

Ensure the business is set up operationally for omnichannel success.

Includes: Workflow management, customer journey mapping, business process

improvement (BPI), advanced workforce

(WFM) optimization.

Actionable measurement

Ensure 360 degree feedback and insight

looping back into strategy.Includes: Proactive analytics,

detailed / automated reporting.

People and culture

Ensure the right people are hired from

day 1 and empowered to support a positive omnichannel

experience.Includes: Hiring, training, coaching, retention.

Our Value: The Culture Value ChainCulture > High Engagement > Low Attrition > High CSAT > Top-Line Growth

Enabling technology

Combines the appropriate technology to achieve customer experience goals.

Strategy & Operations