Teleperformance, the worldwide leader in omnichannel customer experience management announced the company was recognized as a Leader and a Star Performer in the Everest Group Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2018. Teleperformance is the only service provider with substantial scale across all geographies and industry verticals and this marks the sixth consecutive year Teleperformance has been recognized as a global Leader by Everest Group.
Everest Group classifies 35+ CCO service providers on the Everest Group PEAK Matrix into three categories of Leaders, Major Contenders and Aspirants. The PEAK Matrix is a framework that provides an objective, data-driven and comparative assessment of CCO service providers based on their absolute market success and delivery capability. It delivers insights on the changing market dynamics, service provider delivery capabilities, and Everest Group’s remarks on service providers’ key strengths and areas of improvement. Teleperformance emerged as a strong global Leader for keeping its vision and strategy in line with both evolving market demand and buyer requirements and as a Star Performer based on year-on-year positive movement on the PEAK Matrix.
“Teleperformance has experienced strong growth across verticals including travel and hospitality and technology, further diversifying its industry portfolio and omnichannel service offerings and making the company a CCO Star Performer,” said Skand Bhargava, Practice Director, Everest Group. “The company has realigned itself with the evolving buyer demands by investing in consulting, customer journey mapping, and design-thinking competencies to prepare for the increasing demand for end-to-end CX transformation from buyers.”
Daniel Julien, Chairman and Group CEO, Teleperformance Group, added: “Each interaction matters, so receiving this recognition as a clear global industry Leader and Star Performer from such a well-respected analyst firm is a great independent testimonial for our team. Customer interaction expectations are constantly changing and, as this comprehensive assessment concludes, we are exceptionally well-positioned globally to serve as the personal link between brands and their customers.”
A complimentary copy of the Contact Center Outsourcing (CCO) – Service Provider Landscape with Services PEAK Matrix™ Assessment 2018 can be found here.
ABOUT TELEPERFORMANCE GROUP
Teleperformance (TEP – ISIN: FR0000051807 – Reuters: ROCH.PA – Bloomberg: TEP FP), the global leader in outsourced omnichannel customer experience management, serves as a strategic partner to the world’s largest companies in a wide variety of industries. Its customer care, technical support, customer acquisition, consulting & analytics, digital integrated business service solutions and other high-value specialized services ensure consistently positive customer interactions that are reliable, flexible and intelligent. The company has established the highest security and quality standards in the industry and uses proprietary deep learning technology to optimize flexibility on a global scale.
The Group’s 223,000 employees, spread across 350 contact centers in nearly 80 countries, support billions of connections annually in 265 languages and enhance the customer experience with every interaction. In 2017, Teleperformance reported consolidated revenue of €4,180 million (US$4,720 million, based on €1 = $1.13).
Teleperformance shares are traded on the Euronext Paris market, Compartment A, and are eligible for the deferred settlement service. They are included in the following indices: CAC Large 60, CAC Next 20, CAC Support Services, STOXX 600, SBF 120, S&P Europe 350 and MSCI Global Standard. They have also been included in the Euronext Vigeo Eurozone 120 index since December 2015 and the FTSE4Good Index since June 2018 with regard to the Group’s performance in corporate responsibility.
For more information: www.teleperformance.com