MOUNTAIN VIEW, Calif.,
Jan. 13, 2014 /PRNewswire/
-- Based on its recent analysis of the contact center
outsourcing market, Frost & Sullivan recognizes Teleperformance
(TP) with the 2013 North America Company of the Year Award in
Contact Center Outsourcing. Already a Tier I giant in the global
outsourced CRM and contact center services space, TP continues to
leverage its experience, global reach, and innovativeness to
deliver customer-centric solutions and tangible results for contact
center clients.
Executing on an exceptional growth strategy, TP has grown
through both organic and external means to more than 100,000
computerized workstations, with 138,000 employees across more than
270 contact centers in 46 countries serving approximately 120
markets. It manages programs in more than 66 languages and dialects
on behalf of major international companies and supports a wide
variety of industries.
Teleperformance is well-established in North America and has been successfully
serving the key US market for over two decades. Originally, much of
the growth to establish share was driven by acquisitions, but more
recently the company's consistent growth in North America has been organic and based on
wins over competition. While TP is justifiably lauded for its
people-centric culture, solid technology partnerships and
proprietary platforms help offer clients leading-edge technological
solutions and full integration with existing applications.
"Investing in technology and offering consultative, responsive
client services are critical components of TP's strategy to enhance
its value proposition," said Frost & Sullivan Principal Analyst
Michael DeSalles. "Increasingly,
TP's approach allows clients to manage and deliver automated,
personalized inbound and outbound communications solutions."
As TP builds on its integrated technology capabilities and
solutions leadership, it continues to hone its specialized industry
vertical expertise as another critical component of keeping pace
with the spinning world of customer interactions. For instance, the
company's "Innovation Council" - a group of company leaders that
includes the CEO - fuels R&D out of six countries to globally
create and improve products, services, and vertical offerings.
TP also has a significant competitive advantage in security. Its
unique team of certified professionals is distributed across three
major geographic regions (English-speaking and Asia-Pacific; Iberian-Latin America;
Continental Europe, Middle East
and Africa). Competitors in the
industry manage security within their IT departments and do not
have a dedicated organization or a separate security practice. TP's
Fraud Risk Assessment program is unique in the market, as is its
Virtual Briefing Center, a secure environment in the U.S. where
clients and prospects can safely conduct an extensive, real-time,
virtual tour of multiple sites prior to a physical visit. Clients
can also perform Quarterly Business Reviews from a protected
location.
TP's new solution for social media, ePerformance, adds another
important dimension to the company's technology platform - a
user-friendly and elegant social media platform with full support
for voice and non-voice channels that generates critical insights
for clients. TP's work-at-home platform called HomeBase also
attracts, motivates and develops the most qualified agent talent
available in North America.
The tremendous customer value TP packs into its offerings also
sets the company apart. For instance, the Teleperformance Platinum
program combines technology and infrastructure with highly trained
and passionate agents to deliver the highest level of customer
care. No other company replicates this vertical-agnostic
offering.
Similarly, the company boasts a myriad of high quality North
American services delivery options, both domestic and non-domestic,
to meet and exceed any client requirements, expectations and scale
including multichannel and multilingual capabilities.
"Teleperformance understands that technology is empowering
consumers to communicate with enterprises in new ways,
fundamentally changing the dynamic between buyer and seller and
giving consumers higher influence in a company's branding," noted
Stephen Loynd, Frost & Sullivan
global program director. "As a result, TP offers service through 10
channels with specialized processes, structures, and agents for
each, and when possible, also helps serve as a single platform to
link all channels through various vendors."
The strong thread that runs through TP's people strategy,
innovative tools, processes, and products places it at the top tier
of outsourcing service providers in North
America. Its young and energetic Worldwide CEO, Paulo Cesar Salles Vasques, combined with
Worldwide Chairman Daniel Julien's
vision and the North American senior management teams' stability
and experience creates a unique entrepreneurial passion and
sophisticated international perspective uncommon in the industry.
These are significant advantages to Teleperformance clients which
include many of the largest and most successful companies and
brands in the world.
It is for these reasons that Teleperformance has been recognized
with the distinctive 2013 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. The award
recognizes a high degree of innovation with 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.
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About Teleperformance Group
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
www.teleperformance.com
SOURCE Frost & Sullivan