Frost & Sullivan Award Highlights Teleperformance's Superior
Customer Initiatives
-- Innovation through people, processes, products, and
technology enhance customer value
LONDON, Dec. 17, 2012 /PRNewswire/ -- Based on its recent
analysis of the contact centre outsourcing market, Frost &
Sullivan recognises Teleperformance with the 2012 EMEA Customer
Value Enhancement Award.
"Teleperformance has developed innovative tools, processes, and
products that enable it to provide more customised, secure, and
effective solutions to clients," noted Sathya Subramanian, Senior Research
Analyst. "An unswerving focus on high quality customer care
services, backed by technology expertise, places the company at the
top of service providers in EMEA."
Among Teleperformance's unique offerings include the Contact
Centre Management System (CCMS), a proprietary contact centre
specific Enterprise Resource Planning (ERP) tool designed to handle
'cradle-to-grave' operations in an employee's lifecycle.
Other value-enhancing tools include Teleperformance Operational
Process and Standards (TOPS) that manages all internal operations
in a uniform manner. It provides better quality control as well as
a reference framework for all operations, while serving as a 'daily
performance monitor for agents'.
Baseline Enterprise Standard for Teleperformance (BEST) is a
practice developed to ensure consistency and standardisation of
programmes operated across all centres. The TP Observer is a
real-time floor management tool that not only allows management to
fine-tune operations, but also provides real-time operational
snapshots to clients.
Another novel offering is the e-Performance tool that has been
developed specifically to address the many opportunities inherent
in social media customer care. Yet another value-added service is
Teleperformance Platinum, through which premium services are
offered to clients.
"These tools and processes have been engineered to help
Teleperformance reach and maintain high levels of client
satisfaction," remarked Sathya
Subramanian. "The company continues to differentiate
itself from the competition, not just through lowering costs, but
also by improving client efficiency and
profitability."
Teleperformance is also lauded for successfully addressing
varied data and privacy laws across EMEA. The company has a
best-in-class security team that enforces rigorous compliance with
major information security standards.
TP Policy is a specific compliance technology tool aimed at data
privacy laws in EMEA. It maps best practices, privacy laws, and
regulatory laws to individual requirements and executable control
standards.
"This makes it easier to document, audit, and measure compliance
against security regulations and standards," stated Sathya Subramanian. "The company also has a
robust anti-fraud programme which minimises the risks and
liabilities of data theft and fraud."
In the challenging and complex environment that the EMEA region
presents, Teleperformance strives to adhere to a uniform
operational model across every centre. This pursuit of
comprehensive standardisation has, in turn, motivated some
otherwise reluctant enterprises to off-shore or near-shore their
customer contact operations with Teleperformance's help.
"More than most providers today, Teleperformance offers a
combination of well knit on-shore (including home agent),
off-shore, near-shore, and automated solutions across over two
dozen countries throughout EMEA," concluded Sathya Subramanian.
The Frost & Sullivan Customer Value Enhancement Award is
presented each year 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. This Award
recognises the company's focus on enhancing the value that its
customers receive, beyond just good customer service, leading to
improved customer retention and ultimately customer base
expansion.
Frost & Sullivan Best Practices awards recognise 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 to identify best
practices in the industry.
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
€2,126.2 million ($2,955.4 million,
based on €1 = $1.39).
The Group operates about 98,000 computerized workstations, with
more than 130,000 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 (symbol: RCF - ISIN: FR0000051807 - Reuters:
ROCH.PA - Bloomberg: RCF FP), and are eligible for the deferred
settlement service. They are included in the following indices: SBF
120, STOXX 600 and France CAC Mid & Small. Learn more at:
www.teleperformance.com
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Best Practices
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