Octuber, 2006
TPG Introduces QualityCare© – the next generation of Quality Management software

Omaha, NE; October 9, 2006 -- TPG has announced its release of the next generation of quality management software, QualityCare™. Designed to measure the customer experience as well as call center communication quality, QualityCare tracks the history of each customer’s experience and their satisfaction with the agent communication.

The QualityCare platform evolves the quality monitoring function to incorporate customer reaction to agent behaviors and the business impact of each call center interaction. The result is a more comprehensive assessment of customer service and sales behaviors in order to profile a successful agent and provide targeted skill training and coaching.

“Customer service is irrelevant if a company cannot translate improvement in scores to financial outcomes. TPG’s newest software release allows for the measurement of the key behavior issues that identify the root cause of low call center performance. By measuring customer reaction to agent behaviors, as well as communication consistency and outcomes, you can quantify the impact that your call center communication has on revenues and customer attrition,” says TPG’s CEO, Lisa DeFalco. “TPG led the industry in developing a quality management software solution that measures customer objections to sales presentations. Now, we are leading again in the area of customer care and satisfaction.”

“At TPG we have determined that the linkage to financial outcome is fairly simple. We use a system to turn data into information, to analysis to decisions to financial outcomes. We make a huge difference that must and does translate into profits,” said DeFalco.

TPG has created extensive reporting capabilities within QualityCare, including its renowned Six Sigma Defect Reporting. Clients can access the QualityCare platform from an Internet connection via TPG’s web site (www.tpginc.com).

“Data security is a priority in our business,” says TPG’s Chief Information Officer, Jeff Freedman. “We have aligned our Network Operations Center to ISO 17799 standards and provide our clients easy access to their data via the Internet, while maintaining security through authentication and secured data servers. We are very proud of both the product interface and infrastructure support that we have created.”

Key Features:
    • Six Sigma Defect Reporting
    • Internet data access
    • Full security with authentication and secured data servers
    • Performance to financial outcome linkage

Key Benefits
    • Industry’s first compliance tracking of “30 second” presentation rulings
    • Customer experience data views that measure satisfaction
    • Centralized calibration tools that improve consistency by 20%


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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