March 30, 2006
TPG Announces Industry’s First Customer Experience Predictive Model©

Omaha, NE; March 30, 2006 – As the leader in outsourced quality management services, TPG TeleManagement, Inc. has announced the industry’s first predictive model that uses customer experience behaviors to successfully predict response rate improvements. Evolving a process that TPG has refined over the last five years, TPG has accurately developed predictive behaviors that both correlate, and further predict, response rate improvements in sales environments.

“We are very excited about this advancement and the impact it will have on our clients’ businesses,” says TPG’s CEO, Lisa DeFalco. “We have developed our “System of Management” to validate those behaviors that have a statistical relationship to product response rates. We have continued to refine our statistical analyses to identify not only correlations but create a predictive model.”

This advancement further quantifies the value of quality management for call center communication by allowing companies to forecast financial improvements made through agent skill development and improved customer experience.

“Sales applications are prevalent in most corporate call centers today. We continue to see inbound service center transformations to include ‘service-to-sales’ strategies, as well as a heightened focus on outbound sales success to offset outbound communications declines,” says DeFalco. This evolution intensifies the importance of maximizing each customer touch point from both financial and satisfaction perspectives.” TPG’s customer experience model now provides a road map regarding which specific behaviors have the strongest statistical relationship with key performance metrics as well as improvement results forecasting to easily calculate a ROI.

TPG’s model begins with its customer experience database that measures agent behaviors and customer satisfaction attributes collected while observing call center communication. “In addition to measuring agent behaviors, we have created innovative quality metrics that objectively measure consistency, sales tool effectiveness and customer interest & response to specific offers,” says TPG’s chief statistician, Carmit DiAndrea. TPG’s quality metrics, coupled with agent behaviors, collectively comprise its customer experience data.

“When measured in statistically valid sampling sizes, this data is a powerful data source to accurately predict response rate growth,” says DiAndrea.

About TPG TeleManagement

TPG is the leading provider of quality management services for the Fortune 500, helping clients to improve their business performance and mitigate risk by collecting and analyzing the key drivers of the customer experience. TPG captures customer experience attributes on three million calls to create a wealth of insight regarding behaviors that statistically correlate to customer satisfaction and sales. TPG’s professional services division offers an array of services to assist in measuring behaviors, as well as management services to assist in affecting change based on newly created intelligence. By leveraging their Talent, Technology and Strategy, TPG defines the industry standard for quality performance management through continual analysis, improvement and creative solution development.

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