Frost & Sullivan Recognizes Teleperformance's Value-Enhancing Strategies for European Clients

Customer Experience Lab and ePerformance Social Media Hub in Lisbon, Portugal mark a step forward for the company in the difficult European market

Dec 16, 2013, 14:30 ET from Frost & Sullivan

MOUNTAIN VIEW, Calif., Dec. 16, 2013 /PRNewswire/ -- Based on its recent analysis of the customer contact outsourcing market, Frost & Sullivan recognizes Teleperformance (TP) with the 2013 EMEA Frost & Sullivan Award for Customer Value Leadership. The company's experience, global reach, and awareness of a rapidly changing world and consumer—particularly when it comes to the many regional customer differences throughout Europe—allow it to deliver customer-centric solutions and tangible results for clients.

TP continues to invest in solutions and technologies that help companies communicate effectively with their customers. The opening of the Customer Experience Lab and the ePerformance Social Media Hub in Lisbon, Portugal, in 2012 marked a step forward for the company in the difficult European market, helping it push back against the challenges so endemic to the industry.

Financial results bear out the wisdom of TP's "one company" philosophy, where every level of employee works toward the same goal. In 2012, Teleperformance Group achieved organic growth of more than 6.9 percent, which was higher than the overall growth rate of the market. The company also set a new industry revenue size record of € 2.347 billion.

"Investing in both people and technology and offering consultative, responsive client services are critical components of TP's strategy to enhance its value proposition," said Frost & Sullivan analyst Stephen Loynd. "Increasingly, TP's approach allows clients to manage and deliver automated, personalized inbound and outbound communications solutions. The company uses multiple channels such as voice, text messaging, email, social media, and fax based on client and end-customer preference, and its Customer Experience Lab in Lisbon, Portugal, is central to that global mission."

TP's regional solutions, complemented by the launch of the Multilingual Customer Experience Management Hub facility in Lisbon, aim to improve Customer Experience Management in the complex European mosaic of markets and languages. The hub has the capability to serve 40 countries in 24 languages across all channels of interaction. Combined with multilingual hubs in Greece, Egypt, Turkey and the Netherlands, it creates a network that allows TP's clients to cover all the European markets with a high level of integration and flexibility.

TP also is focused on vertical expertise within industries as another critical component of keeping pace with the changing world of customer contact. The company's investments reflect the fact that many of today's consumers are members of the increasingly influential "Generation Y." This cohort (ages 15-35) has high purchasing power, is the most adaptive to change, and continues to experiment with new technologies. An increasing number of consumers are going mobile and are doing so on multichannel, Web-enabled smartphones and tablets. To address the needs of this group, TP is focusing on multi-channel solutions.

It is for these reasons that TP is worthy of receiving the EMEA Customer Value Leadership award for outsourced customer contact. Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products. The award recognizes the company's focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and, ultimately, customer base expansion.

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

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 2012, it reported consolidated revenue of €2,347 million ($3,028 million, based on €1 = $1.29). The Group operates more than 100,000 computerized workstations, with 138,000 employees across more than 270 contact centers in 46 countries. It manages programs in more than 66 languages and dialects on behalf of major international companies operating in a wide variety of industries. Teleperformance shares are traded on the NYSE Euronext Paris market, Eurolist-Compartment A, and are eligible for the deferred settlement service. They are included in the following indices: SBF 120, STOXX 600 and France CAC Mid & Small. Symbol: RCF - ISIN: FR0000051807 - Reuters: ROCH.PA - Bloomberg: RCF FP

For further information, please visit the Teleperformance website at

Tel: +33 1 53 83 59 87

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SOURCE Frost & Sullivan