Frost & Sullivan Commends Teleperformance's Success as a Market Leader in the Contact Center Outsourcing Market

Teleperformance consistently delivers best-in-class practices and high-quality customer care

Nov 23, 2015, 09:00 ET from Frost & Sullivan

MOUNTAIN VIEW, Calif., Nov. 23, 2015 /PRNewswire/ -- Frost & Sullivan recognizes Teleperformance with the 2015 Latin American Frost & Sullivan Award for Market Leadership in Offshore Markets, based on its recent analysis of the contact center outsourcing market. Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in terms of growth strategy and implementation. The award recognizes a high degree of innovation with products, technologies and leadership, with a focus on customer value and market penetration. Teleperformance has sustained its leadership role in the contact center outsourcing space through a strong mix of advanced technology systems, robust management, and talented personnel.

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Teleperformance has implemented a three-pronged strategy in Latin America by catering to:

  • U.S. customers through English- and Spanish-speaking services
  • Offshore markets such as Spain and Western Europe
  • Domestic markets

The company leverages its financial strength to consistently expand its capacity across countries in the region.

"Teleperformance serves a large number of global Fortune 500 firms from its delivery centers in Latin America," said Frost & Sullivan Industry Analyst Sebastian Menutti. "Teleperformance's approach toward new prospects is a consultative one, where the specific needs of a client as well as type of service, industry vertical, and the channels of contact are considered before presenting possible locations."

Unlike traditional sales teams that primarily focus on saving costs, Teleperformance places emphasis on value and overall return on investment. Programs like the company's customer experience (CX) lab, headquartered in Brazil, aim to bolster customer engagement and understand consumer preferences and provide actionable data insights drawn from over 100,000 customers in a variety of countries. Teleperformance uses these findings in concert with front-line contact center feedback to implement multi-channel results-oriented solutions.

Teleperformance offers feedback to clients through its Frontline Intel Projects, which ensure excellence in consultative analysis and assessment, and conducts focus groups with top performing associates to understand the customer experience in depth.

Teleperformance executives' admirable focus on adding value to clients' customer relationship management processes does not detract from the attention paid to employee satisfaction and engagement. The company has developed global technical and behavioral training programs under a customized career plan for every employee.

The Latin American region plays a prominent role in this research process, with customer preference data from Brazil, Colombia, and Mexico forming the core of data insights used by global clients. Teleperformance Argentina was recognized by Frost & Sullivan in February 2015 for its proprietary CRM solution customized for BBVA Chile.

"These customer- and employee-oriented programs ensure that Teleperformance meets client requirements as a strategic collaborator, advisor and partner, rather than merely a solution provider," noted Menutti. "As a result, Teleperformance's rise to the top of the Latin American contact center outsourcing market comes as no surprise."

Frost & Sullivan's Best Practices Awards recognize companies in a variety of regional and global markets for outstanding achievement in areas such as leadership, technological innovation, customer service, and product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research.

About Teleperformance Group

Teleperformance, the worldwide leader in outsourced multichannel customer experience management, serves companies around the world with customer care, technical support, customer acquisition and debt collection programs. In 2014, it reported consolidated revenue of €2,758 million ($3,665 million, based on €1 = $1.33).  

The Group operates around 135,000 computerized workstations, with more than 182,000 employees across 270 contact centers in 62 countries and serving more than 160 markets. It manages programs in 75 languages and dialects on behalf of major international companies operating in a wide variety of industries. 

Teleperformance shares are traded on the Euronext Paris market, Compartment A, and are eligible for the deferred settlement service. They are included in the following indices: STOXX 600, SBF 120, Next 150, CAC Mid 60 and CAC Support Services.  Symbol: RCF - ISIN: FR0000051807 - Reuters: ROCH.PA - Bloomberg: RCF FP  

For more information:  www.teleperformance.com  Follow us on Twitter:  @teleperformance

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies? Contact us: Start the discussion.

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Mireya Espinoza
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E: mireya.espinoza@frost.com

 

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