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Teleperformance - Blog Page 4

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Leader Insights Forum Amsterdam March 2018: CX 2020 And Beyond

We are pleased to announce our 2018 Leader Insights Forum: “Teleperformance Customer Experience 2020 and beyond,” which will take place from March 21 to 23, 2018 at the Hotel Sofitel Legend the Grand Amsterdam.

This is an exclusive invitation-only event that begins by acknowledging that the age of digital customer experience (CX) has truly arrived and what lies ahead in the future. With this in mind, we will explore how companies need to adapt CX strategies in order to gain a competitive advantage. We will project into the future of customer service and channel preferences using insights from present day case studies and experiences to explore how the traditional and digital customer journey is evolving. We will also be examining how to get the right balance between human and digital channels.

We are very excited to meet with over one hundred delegates with an opportunity to exchange conversations, discussions and share ideas with many clients and friends of the industry. Many of the delegates are senior executives from sixty-five of the largest global brands, all of whom have daily challenges with the future of CX and are coming to Amsterdam to share stories and experiences.

Our discussions will be centered on anticipating the future needs of digital customers, creating memorable customer experiences, and incorporating a platform for secure customer experience innovation in the future.

The various tracks and sessions at the forum will include:

Future: the overall vision and the evolution of the customer experience in the future and how this could disrupt your business.
Experience: how brands will engage future customers, plus the social channels and other tools that will be available to engage the new generation of customers
Channels: innovation, channel preference, and how new tools will affect customer experience delivery and engagement strategy (Omnichannel, AI, bots, and Block Chain)
People: skills and training required for agents in a mixed culture, diverse people, and omnichannel customer experience environment
Security and Data Protection: security is once again paramount with GDPR on the horizons and how does the ‘CX Security Cycle’ look like in future?

Our Teleperformance Leader Insights Forum model is an opportunity to learn from many of the leading subject-matter experts, share insightful ideas and best practices with many brands, and discuss this topic with customer experience business leaders.

Whether you are interested in the development of CX super-agents, how companies are making omnichannel service really work for them, or the increasing importance of protecting your customer data.

If you are not in attendance, during the event we will be regularly publishing blog commentary to our “Global Blog” company page, which will re-cap the forum discussions and shorter comments featuring highlights from the speaker presentations via our Teleperformance Global Live Twitter feed. Please use the links here to follow all our social content, get involved and feel free to engage.

For those who are in attendance over the course of the forum our LIF Executive team is looking forward to meeting you in person.


Publish Date: March 19, 2018

The Global CX Survey Spotlight: The Netherlands

Each year, The Netherlands’ economy consistently makes its way up in the European region. Part of its wide economic presence is the country’s GDP that continues to grow, with a projection of +2 percent this 2018. With its population gaining a lot of advantage by having a stronger purchasing power and the rich amount of consumer choices that markets continue to offer, it is time to focus on how the country’s consumers perceive their brands.

As part of the Teleperformance Customer Experience Lab (CX Lab)’s Global CX Survey, our latest infographic presents how brands are doing in the Netherlands in terms of brand overall satisfaction, customer satisfaction, and brand advocacy. It also discusses where the Netherlands stands from a global perspective and how it fares compared with the global brand advocacy average score according to the Global CX Survey. With the survey gaining responses from over 15,000 interviews across 18 sectors, our infographic can serve as a quick primer for businesses who want to explore opportunities in the Netherlands as well as companies who want to improve their current customer service in the country.

Several key takeaways from the infographic include: sectors in which respondents gave brands the highest and the lowest advocacy scores, and the top and bottom three sectors that had the highest and lowest brand overall satisfaction scores.

Are you seeking more ways on how to expand your business in the Netherlands? Let our latest infographic help your business as you explore more opportunities and improve your customer service for the better! Download our infographic on the Netherlands here:


Publish Date: January 18, 2018

Fly Higher Than Ever With Exceptional Customer Service

The airline industry is experiencing massive growth globally. This means that in order for airlines to differentiate themselves, strategic investments have to be made to ensure the best experiences and services, and also to meet customer demands. Because in a competitive age where there are more passengers, more complex interactions, and little room for error, airlines must not only compete with one another to provide exceptional in-flight experience, but more so to deliver superior customer service.

To better understand what customers want, the Teleperformance Customer Experience Lab (CX Lab) has undertaken an extensive study of 18 sectors, including the airline industry, across 13 countries. Research has revealed that consumers who had a positive customer experience when interacting with customer service presented a 15 percent higher loyalty intention. Conversely, those who had a negative experience presented a 28 percent lower loyalty intention, thereby shedding light on the impact of customer service on the loyalty of airline customers. Furthermore, for airlines to truly stand out, they must serve their customers across the channels they prefer, with consistency, speed, and empathy, all while maintaining a secure environment that protects information.

As the worldwide leader in omnichannel customer experience management, Teleperformance does more than just provide service. Our TP Client solution, which was designed with airlines in mind, is a proprietary omnichannel platform that provides a seamless interaction across multiples channels and provides an exceptional experience during every contact, which can build loyalty and advocacy in an increasingly competitive environment.

Teleperformance’s latest white paper discusses the importance of customer service in rapidly growing airline industry, as well as the most important customer attributes that drive satisfaction, loyalty, and advocacy. Results from our CX Lab survey are detailed throughout the paper, offering valuable insights about this very competitive sector.

Download our latest white paper here:


Publish Date: January 9, 2018

Global CX Survey: Pay TV Sector

Through the years, Teleperformance has developed methodologies and business solutions that have allowed our clients achieve exceptional results—and with each passing year, we continue finding more ways to remain as the global leader in omnichannel customer experience management.

Helping businesses stand out in today’s competitive environment has always been a top priority for us. The Teleperformance Customer Experience Lab (CX Lab) acts as our premier databank, with its teams helping our clients understand their customers’ changing behaviors across countries, generations, and sectors. Through hard data gathered from the Lab’s global surveys conducted in 13 countries, the CX Lab can provide insights and indicate consumer trends that may impact a business. This time, the CX Lab’s Global CX Survey focused on the Pay TV sector by studying data received from over 10,100 respondents in 13 countries.

Our latest infographic discusses the highlights taken from the 2017 Global CX Survey for the Pay TV sector. Readers can benefit from the CX Lab’s key findings that can truly aid Pay TV providers who want to differentiate themselves in the sector. The infographic details how the Pay TV sector across 13 countries fared this year in terms of satisfaction, brand advocacy, and customer loyalty. It also summarizes the value and importance of providing excellent customer service in the sector, and briefly studies the correlation between a positive customer service interaction and loyalty intention among customers. In addition, readers can gain insights on the notable factors that drive customer satisfaction and dissatisfaction.

Teleperformance’s CX Lab is committed to improving the customer experience through data and extensive research. For Pay TV businesses, the Global CX Survey on the sector is truly a great first step in understanding customers better. Let us help you. Click here to view our infographic:


Publish Date: December 28, 2017

The Netherlands: Achieving Customer Satisfaction Through Exceptional Customer Service

The Netherlands continues to maintain a strong grasp on its economy that is growing year after year. In the European Union, the country’s GDP growth is projected to be greater than 2 percent in 2018, thereby setting the stage for more opportunities to come its way. As unemployment rates continue to decline, it is expected that customers in the country will continue to have greater purchasing power, and with this, it’s important to note how they have become demanding in terms of receiving exceptional customer service from their brands.

For the first time ever, Teleperformance’s Customer Experience Lab (CX Lab) included the Netherlands in its Global CX Survey, having gathered responses from over 15,000 end users across 18 sectors in the country. The CX Lab’s global survey is an important tool that details customer perceptions about brands and the customer experience, and its data is truly beneficial for those who are looking to improve customer satisfaction and overall results.

Our latest white paper on the Netherlands explains how a great customer experience is vital in promoting brand loyalty and advocacy among Dutch consumers, as told by the CX Lab’s Global CX Survey. It also lists key areas of improvement that brands can utilize in an effort to improve their customers’ journey towards overall satisfaction.

In the Netherlands, providing exceptional customer service is key to customer satisfaction. Get an in-depth and a detailed analysis on how to stand out in the Dutch market, and know how to promote brand loyalty among consumers. Download our latest white paper here:


Publish Date: December 14, 2017

e-Retail in China: Customer Service is Key

For the e-Retail industry in China, the rising number of its consumers has opened up vast opportunities for the sector’s overall growth. e-Retail has become a powerful industry in the country, with China’s massive population making almost half of the world’s online retail sales in 2016, thereby proving how the country’s purchasing power combined with its tech-savvy consumers can result in exponential sales revenues for China’s e-Retail industry.

Chinese consumers have begun to embrace the convenience of buying and selling online. The advent of social media and smartphones has pushed this “gamechanger,” allowing sales transactions happen with just one click whenever, wherever. This made China the largest online retail market in 2015. As e-Retail consumers continue to increase every year, the demand for exceptional customer service also rises as a result.

Through our CX Lab’s Global Survey, Teleperformance has learned that compared with other sectors, Chinese consumers are less satisfied in its e-Retail customer service. For e-Retail brands, it is important to note how customer service attributes correspond to 47 percent of the impact leveraging brand advocacy. Creating a satisfying customer journey has become a vital part of the customer buying process, and the e-Retail industry in China should recognize the different customer service attributes that influence brand loyalty and advocacy among online consumers in order to retain and satisfy its customers.

Teleperformance’s latest white paper discusses the value of customer service in China’s growing e-Retail sector, including the many factors that influence brand loyalty and advocacy in the Chinese market. Detailed findings from our CX Lab are spread throughout the paper, making it a valuable source of information for those looking to penetrate the e-Retail industry in China.

Download our latest white paper here:


Publish Date: October 13, 2017

Teleperformance’s CSR: Giving Back to the Places We Live

Teleperformance believes that corporate social responsibility makes a difference, that it changes lives, and makes the world a better place. That’s why we have a number of programs that allow everyone in the Teleperformance family to contribute.

In 2016, our sites around the globe participated in Teleperformance’s Citizen of the World programs by donating clothing, hygiene items, school supplies and food to local communities, providing disaster relief efforts, and participating in health campaigns and drives by donating blood.

Some of the highlights from last year include:

  • 36,385 underprivileged infants and children received toys during the Holiday Season.
  • $4,845,256 total donations* that went towards feeding, clothing, and bringing joy to the needy.


We are very proud of the way that our people around the world contribute to this effort. For example, Teleperformance in the UK took part in the #MissingType Campaign. This raised awareness and encouraged employees to donate blood and save lives. And over the last five years, Teleperformance in the Philippines has volunteered to support Bayani Challenge (Heroes Challenge), the annual house building and community development project of Gawad Kalinga.

We also do what we can to help the environment through our Citizen of the Planet initiative. Various programs are held to promote changes that improve the daily lives of employees and at the same time, reduce the impact to the environment. Some examples of our efforts this past year include:

  • A renewable energy project at Teleperformance in Mexico. This will switch over almost all electricity consumption at our sites in Mexico to renewable sources.
  • Teleperformance in Poland organized a campaign to promote the use of reusable bottles in celebration of Mother Earth Day.


Teleperformance continues to do everything possible to make our communities and the world a better place. We are in awe of the regular contributions our teams make to create a more just and sustainable world. To learn more about our accomplishments in 2016, check out our new infographic.



Publish Date: July 25, 2017

China’s Changing Customer Service Expectations

As China’s rapid economic development during the past three decades continues, companies that operate in the country with the world’s largest population must adapt to changing customer service expectations.

Chinese customers have come to expect exceptional customer service, and more than this, they want to interact in ways that suit them – on mobile devices and on the go, at a time when it is convenient for them.

It is crucial for companies to identify and track what may enhance customer loyalty and leverage their brand advocacy.

If you could choose which would be your favorite channel to interact?

The overwhelming preference for voice is common across all generations, with everyone from Traditionalists, Baby Boomers, Generation Xers and Millennials, preferring voice.
It is important to note, however, the impact that instant messaging is having in the Chinese market. Forty-three percent of China’s population uses instant messaging. WeChat is a messaging platform that has dominated that market, with over 800 million active users worldwide.

To leverage the sheer volume of people on the platform, WeChat has turned itself into an all-in-one solution for much more than messaging. In terms of practical needs, the platform includes bill paying, reservations, e-commerce and money transfer capabilities. Those who do business in China would be smart to make use of this tool.

Perception of Customer Service is Key to Customer Satisfaction

Successful brands in China will create long-lasting relationships through improving customer service and engaging their customers better on the platforms they use. This is most effective when tailored across generations, giving a more personalized, age-appropriate service.

Contact us today to learn more about how we can help you with the right strategy in China.


Publish Date: June 1, 2017

The UK Footprint: Bridging the Gap Between Consumer and Brand Through Exceptional Customer Service

Consumers have ever-changing demands that markets constantly need to fulfill. In the United Kingdom—where the economy is strong and stable—consumers have the means to spend. With this in mind, it is important for companies to understand how to keep their customers happy.

Consumers are attracted to brands that offer them products or services that are beneficial in their daily lives; provide high quality products; give customers value for their money; and continuously find ways to innovate their products. However, establishing brand loyalty among consumers is difficult—and based on a global survey conducted by the Teleperformance Customer Experience Lab (CX Lab), the recent increase of satisfied consumers in the United Kingdom with the last contact can be attributed to businesses and companies delivering a good customer service, inspiring advocacy and trust among consumers.

In the United Kingdom, customer service accounts for 44 percent of customers’ willingness to recommend a brand, and 47 percent of the customers’ intention to stay with a brand. The CX Lab’s global survey showed how excellent customer service can help in establishing brand trust among consumers and how it can drive new consumers towards their business, resulting into strengthened brand awareness, and in the long run—brand loyalty.

The last three years have been important for customer service in the United Kingdom as it has experienced a surge in the number of channels opened for consumers. For businesses and companies to reach their full potential, having reliable customer service channels that efficiently and effectively connect consumers to an exceptional customer service is vital. To learn more about how to excel in the UK market, please read our new white paper.


Publish Date: March 30, 2017

High Expectations for Customer Service in the U.S.

In 2016, the CX Lab conducted a survey across countries and verticals, including the United States. Our data presents perceptions of customer service in the U.S. market, as well as how companies can leverage customer service in order to increase satisfaction, loyalty, and advocacy. U.S. consumers are, overall, more satisfied than those surveyed in other countries. However, there are still areas that need improvement.

In terms of channel usage, voice is the most used and preferred channel to interact with customer service in the U.S. by far, followed by Email / Web Form and Chat with Live Agent. The usage and preference of voice clearly surpasses all other channels and is even above the global average. Nonetheless, voice preference varies significantly by age, with lower preferences among younger generations.

U.S. consumers are more satisfied with customer service and are more likely to have their problem resolved during the first contact than other countries surveyed. But a poor customer service experience can have a significant impact on loyalty. Customers who had a negative experience when interacting with customer service presented 29% lower loyalty intention compared with customers who did not interact with customer service.

Ensuring an exceptional customer experience is a true brand differentiator for companies operating in the United States. Teleperformance, the worldwide leader in customer experience management is prepared to help you design and implement the right customer experience strategy.

To learn more about what customers in the United States want, please read our new white paper.


Publish Date: February 21, 2017

OTAs must improve customer experience

Customer behavior is increasingly complex. There is more cross-cultural and sectorial activity. There are also new channels for customers to use. Different generations prefer different types of interaction. And on top of that, there are changing regulations all over the world.

In order to understand changing customer behavior, the CX Lab at Teleperformance has  undertaken extensive research. This research cuts across a number of countries and a variety of sectors. With the data collected, companies can more thoroughly understand what they need to do in order to ensure a superior customer service experience.

In particular, the Online Travel Agency (OTA) sector is extremely competitive. Companies that want to excel need to make sure that the experiences they provide their customers are exceptional.

On average, the OTAs analyzed offer their customers 4 channels on which to communicate. This is less than the average of other sectors such as airlines and credit cards. According to the CX Lab, the channels most preferred by customers surveyed are voice (58%), email (23%), and chat (11%). Despite the fact that chat is the third most preferred channel, 70 percent of OTAs analyzed do not offer it.

All companies in the OTA sector offer social media channels to communicate. Most customers of OTAs post on TwitterTM. But social media channels are tough on OTAs. Sixty-five percent of all posts on social media concerning OTAs are negative. In addition, it takes most OTAs a long time to respond to customer concerns (15 hours on FacebookTM and 12 hours on TwitterTM).

Teleperformance can help OTAs communicate better with their customers. Learn more about how we can help you.


Publish Date: January 21, 2017

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