News : Frost & Sullivan Recognizes Teleperformance in Colombia
Santa Clara, CA, USA, Dec, 2017 -- Based on its recent analysis of the contact center outsourcing services industry, Frost & Sullivan recognizes Teleperformance with the 2017 Colombian Company of the Year Award for its outstanding customer relations management solutions that deliver a superior customer experience.
Hiring the right employees is a key challenge for delivering outstanding contact center services because these hired agents are the ones who interact with customers and deliver services. As the number of Colombian contact center outsourcing providers grows, the competition for acquiring talent becomes more ruthless as providers look to attract and retain the right people with the perfect combination of skills to provide high-quality contact center services. These include soft skills such as excellent serving attitude, empathy, and emotional intelligence and hard skills such as language, computing, and technical knowledge.
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"The rise of new technologies for customer care—such as automation applications, analytics, speech recognition, omnichannel capabilities, digital services, intelligent IVRs, virtual agents, and, more recently, artificial intelligence—requires stronger investments in offering full-fledged services, as well as the new skills and the expertise to manage them. Therefore, CCSPs are destined to play a crucial role in delivering memorable customer experiences and strengthening the nexus between clients and their end users," said Sebastián Menutti, Senior Industry Analyst, Latin America.
"Teleperformance plays a strategic role as a consultative partner for its clients. The company not only provides customer-facing services such as customer care, sales, tech support, and collections, but it also provides some back-office services. These include fraud prevention, case management, and order management. As a result, Teleperformance offers its clients a one-stop-shop that addresses all their customer service-related issues," said Sebastián Menutti.
Each year, Frost & Sullivan presents a Company of the Year award to the organization that demonstrates excellence in terms of growth strategy and implementation in its field. The award recognizes a high degree of innovation with products and technologies, and the resulting leadership in terms of customer value and market penetration.
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: Tuesday, December 5, 2017
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