Frost & Sullivan Recognizes Teleperformance's Outstanding Leadership in the North American Contact Center Outsourcing Market
The company has developed innovative tools, processes, and products that enable it to provide highly customized, secure, and effective solutions for clients across North America
MOUNTAIN VIEW, Calif., Sept. 19, 2017 /PRNewswire/ -- Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Teleperformance with the 2016 North American Company of the Year Award in Contact Center Outsourcing. This is the fourth consecutive year in a row that Teleperformance has garnered this recognition. As the world leader in the global outsourced Customer Experience Management (CEM) and contact center services space, TP continues to leverage its experience, global reach, and innovative services to deliver customer-centric solutions and outstanding results on behalf of its clients.
Executing an exceptional growth strategy, Teleperformance has grown to more than 217,000 employees across more than 340 contact centers in 74 countries serving 160 markets. It manages client programs in more than 265 languages and dialects on behalf of major international companies. Teleperformance has one of the largest and most diversified client bases in the industry, with very positive momentum in telecommunications, healthcare and insurance, financial services, travel, the public sector, and retail.
"2016 was another record year for Teleperformance, as the company demonstrated solid financial performance for the English-speaking market," said Frost & Sullivan Principal Analyst, Michael DeSalles. "The outlook for continued growth in 2017 is very positive. Frost & Sullivan expects that current ongoing efforts to expand the business—particularly in the US and Asia—should help Teleperformance deliver above-market revenue growth once again this year."
Anticipating Cybersecurity Needs and Protecting Client Data
Given the plethora of data breaches in 2016 and 2017 alone, it is well known that personally identifiable data represents a tempting target for hackers and thieves. Today's customers are more concerned than ever about how companies use their data, protect confidential information, and track online activity. The global Teleperformance security organization employs teams of certified security professionals, which enables it to deploy the proper scale, technology, experience, and skills needed to provide unparalleled security solutions for its clients. In addition, Teleperformance has created new contact center information security and customer service platforms that are protected by a US patent.
"We believe that Teleperformance has built a security-conscious culture within the entire organization; reinforcing customer trust, reducing agent churn, and uncovering gaps that may put client intellectual property at risk. This is no small feat when considering the fact that Teleperformance operates hundreds of contact centers in 74 countries," noted DeSalles. "The strong thread that runs through TP's innovative tools, processes, policies, and products places it at the top tier of outsourcing service providers in North America."
It is for these reasons that Teleperformance has been recognized with the distinctive 2016 North America Company of the Year Award for Customer Contact Outsourcing. Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in terms of growth strategy, and implementation. This award recognizes a high degree of innovation in products, technologies, and leadership with a focus on customer value and market penetration.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
About Teleperformance Group
We are the worldwide leader in outsourced Omnichannel customer experience management. Teleperformance connects the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office, and other specialized services to ensure consistently positive customer interactions. When your customers contact you or vice versa, we are there to support them and make sure they have a unique experience with your brand in all channels.
We constantly invest in research and development to get a deeper understanding of customers' thoughts, behaviors, and needs—for different countries, industries, channels, and generations. We are experts in people interactions and it gives us the edge in delivering a superior customer experience in every contact.
For almost four decades, we have been helping our clients in more than 160 markets around the world strengthen their relationships with their customers.
We are a team of 217,000 passionate people working in 340 sites providing outstanding customer experience from 74 countries in 265 different languages and dialects.
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. Contact us: Start the discussion.
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SOURCE Frost & Sullivan
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