MOUNTAIN VIEW, Calif.,
June 4, 2012 /PRNewswire/ -- Based on
its recent analysis of the contact center outsourcing market, Frost
& Sullivan recognizes Teleperformance with the 2012 Latin
American Frost & Sullivan Competitive Strategy Leadership Award
for offering a unique solution that will help the company address
one of the most recent and significant challenges it currently
faces—how to address customer care through social media.
Teleperformance is constantly monitoring its market environment
and always strives to offer innovative solutions for clients. In
this sense, e-Performance, its new solution for social media, adds
an extra communication channel to the company platform.
"e-Performance is a pioneer, and thus far, a unique solution in
the contact center environment to address social media customer
care," says Frost & Sullivan Industry Manager Juan Manuel Gonzalez. "With e-Performance,
Teleperformance now has a complete client support platform,
unifying speech and giving full support to voice and non-voice
channels to generate insights for their clients, helping them with
decisions about products, services, and processes."
e-Performance has three stages. The first, buzz monitoring,
monitors social media opinions, impressions, and feelings regarding
a specific topic, company or product. The second, insights, goes
deeper than buzz monitoring and crosschecks information with other
channels to help companies develop a strategy and action plan.
Finally, engagement, which offers key areas of interaction in
social media, like managing Facebook and/or Twitter pages and
interacting with posts identified in different social media
networks.
In order to execute the competitive strategy of its new
solution, Teleperformance focuses on a value positioning of
e-Performance instead of using a price-based approach. This allows
the company to show its clients how they can become more efficient
and competitive with the newest solution.
In this sense, Teleperformance hopes to reinforce its position
as a value partner to companies that can leverage customer
insights. Teleperformance believes that the business model that its
competitors are using will not be sustainable and is positioning
itself to gain market share in the long term.
As such, Teleperformance focuses on strong service-level
agreements (SLAs), instead of costs. e-Performance is being offered
as a modular solution, through which clients can choose what part
they want/need (buzz monitoring, insights, engagement) in
accordance with their strategy. Clients have the option to fully
outsource social media care to Teleperformance, or they can only
hire part of it. Teleperformance is already known for its unique
approach to the market, and with e-Performance, it is reinforcing
this brand image.
"With e-Performance, companies will be able to anticipate their
customer needs or requirements, solve problems in a shorter time
spam, and transform the company's clients through unofficial
spokespersons of the brand, thus giving them the chance to live the
brand experience with a complete engagement," concluded Gonzalez.
"e-Performance will directly impact how companies are perceived by
their customers, generating value for their businesses and
positively affecting the partnership Teleperformance has with its
clients."
For once again showing the market its innovative, cutting-edge
spirit, Frost & Sullivan is proud to present Teleperformance
with the 2012 Latin American Competitive Strategy Leadership
Award.
Each year, Frost & Sullivan presents this award to the
company that has leveraged competitive intelligence to successfully
execute a competitive strategy that results in stronger market
share, competitive brand positioning and customer satisfaction.
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.
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About Teleperformance
Teleperformance, the world's leading provider of outsourced CRM
and contact center services, serves companies around the world with
customer acquisition, customer care, technical support and debt
collection programs. In 2011, it reported consolidated revenue of
EUR2,126.2 million (US$2,961million) based on EUR1 = US$1.39).
The Group operates 98,000 computerized workstations, with more than
135,000 full-time equivalent employees across 250 contact centers
in 49 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, Compartment A, and are eligible for
the deferred settlement service. Teleperformance is included in the
following indices: SBF 120, STOXX 600 and France CAC Mid &
Small.
Symbol: RCF - ISIN: FR0000051807 - Reuters: ROCH.PA - Bloomberg:
RCF FP
Website: www.teleperformance.com
SOURCE Frost & Sullivan