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.