Several factors have come together to make Teleperformance a regional and global leader in outsourced omnichannel customer experience management. The company has tremendous brand strength, boasting over 58,000 employees across 11 countries. The talented and stable professional team is bolstered by a highly qualified and seasoned management, robust technology systems, and strategic excellence.
Teleperformance's quality services are the result of internal control systems including TOPS (Teleperformance Operational Processes and Standards) and BEST (Baseline Enterprise Standard for Teleperformance), and compliance with business and management standards such as COPC (Customer Operations Performance Centers) and ISO 9001. Standardization of procedures enable Teleperformance to make its global network internally consistent, while providing greater control over its operations.
"Teleperformance's offering is based on high-performance technology characterized by integrated networks and excellence in terms of HR management and security standards," Gonzalez said. "The company has developed Teleperformance Client, a multichannel platform with the necessary requirements to deliver a seamless experience to customers. All of the channel platforms are integrated with their own workforce management system, guaranteeing high performance and quality."
Security is another strong area for the company. Teleperformance uses best practices to block the introduction of malware, protect personal data, and detect and prevent intrusions. Proprietary tools such as TP SECURITY and TP POLICY allow for close monitoring of agent transactions and ensure regulatory compliance. These are critical service expectation parameters considering Teleperformance has one of the most diversified portfolios in the industry that includes financial services, technology, telecom, Internet and pay TV, healthcare, insurance, energy, and media.
"Teleperformance currently attends to several larger US firms from its delivery centers in Latin America, and its volume of services has significantly increased; in 2015, the company was the nearshoring market leader with a 17 percent share and nearly double the revenues of its closest competitor," Gonzalez said. "The company is expected to maintain its forward momentum, driven by customer loyalty. As of 31 December 2015, the average length of a customer relationship was between 10 and 12 years."
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