15/12/22
Airline signs agreement with Teleperformance. Leading global group in integrated digital services will make TAP's customer service process more agile, efficient and fast.
TAP continues to invest in improving customer service, a strategic priority for the Airline, and has entered into an agreement with Teleperformance, a global leader in integrated digital services, to make the customer service process more agile, efficient and quick.
Teleperformance will be globally responsible for TAP's customer service in the areas of help desk, contact center, Miles&Go program and social media support. In addition, Teleperformance will also operate TAP's new contact center for travel agency support, 24 hours a day, seven days a week, starting in July 2023.
TAP CEO, Christine Ourmières-Widener, believes that "this contract represents an important investment by TAP in the quality of service we provide to our customers and is a decisive step towards increasing the satisfaction of those who rely on us for their travel, thus instrumental to the delivery of the strategy of TAP, aiming to build a sustainable profitable business by 2025, that is not possible without improving the service delivered to our customers.”
With this investment, TAP aims to achieve higher levels of Customer Service quality that will allow it to be recognized as a Service Brand of excellence, increasing Customer Satisfaction.
With the investment in Teleperformance services, TAP ensures a consolidated structure of service, with the stable contribution, in all major markets where the airline is present, of 700 employees who will provide customer service in various languages, including Portuguese from Portugal, Brazilian Portuguese, Italian, French, English and German. More than 90% of the operators will be based in Portugal and Brazil, with headquarters in Portugal.
