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News : Frost & Sullivan Commends Teleperformance
Mountain View, California, Sept. 22, 2014 -- Based on its recent analysis of the Latin American contact center outsourcing services market, Frost & Sullivan recognizes Teleperformance with the 2014 Latin America Frost & Sullivan nearshore Company of the Year Award. By leveraging its nearshoring expertise acquired through hours of service to United States (US) clients for over a decade, adopting a multichannel strategy, and maintaining a robust technology portfolio, the company has stayed on a promising path of growth, leadership and innovation.
"Teleperformance's nearshore team that is composed of educated, ethical, service-oriented, bicultural and bilingual agents, who have a strong affinity towards North American values, products and service expectations, has been crucial to keeping its clients satisfied," said Frost & Sullivan Industry Manager, Juan Gonzalez. "Also important has been the nearshore team's geographical proximity, as this has enabled clients to share similar time zones with their service provider's internal employees and management as well as lessened traveling time in case they need to visit the nearshore site."
To ensure service excellence at all times, Teleperformance has implemented a daily performance management process called Teleperformance Operational Processes & Standards (TOPS), which has been designed based on global best practices. With the aid of TOPS, the company's front-line management has been able to spend more time on giving feedback and coaching agents to improve performance and quality.
Overall, the success of Teleperformance's business strategy is highly correlated with the satisfaction of its employees. As a result, the company has a sound people strategy based largely on its conviction that 'Happy employees make happy customers, which makes happy clients, and happy shareholders.'
Each year, Frost & Sullivan presents this award to the company that demonstrates excellence in growth, innovation, and leadership. This kind of excellence typically translates into superior performance in three key areas: demand generation, brand development, and competitive positioning. These areas serve as the foundation of a company's future success and prepare it to deliver on the two criteria that define the Company of the Year Award (Visionary Innovation & Performance and Customer Impact).
Posted by Veronica Silva Cusi, news correspondent
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Teleperformance is a global provider of customer experience management in terms of revenue and global scale. We are the industry leader in security and our management has over 30 years of experience working with the most successful companies worldwide. With the strongest financial profile in the contact center space, Teleperformance’s leadership is unparalleled. Teleperformance was founded in 1978 in Paris, France and our U.S. based operations, headquartered in Holladay, Utah, were founded in 1993. Since then, expansion has been fueled by organic growth through additional volume awards by satisfied clients, and through acquisitions. Our combined financial strength, expertise, proven processes, and technology enhance the services and value we deliver to our customers and position us well to partner with clients around the globe.
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Wednesday, September 24, 2014