#contactcenterworld, @teleperformance, @Frost_Sullivan
Santa Clara, CA, USA, June, 2021 -- Frost & Sullivan continues to track the highly competitive global contact center outsourcing market against the backdrop of an ever-changing, digital transformation landscape. Customer care outsourcers are trying to adapt to this shifting digital setting to address an array of new challenges, improve the customer experience, and ensure customer loyalty.
Based on its recent analysis of the North American contact center market, Frost & Sullivan has recognized Teleperfomance with the 2021 North American Competitive Strategy Innovation Leadership Award in BPO outsourcing.
"This Award acknowledges Teleperformance's 40+ years of experience and leadership in the BPO market. Teleperformance Group has grown its operations to more than 380,000 employees in 83 countries, serving 170+ markets and managing client programs in more than 265 languages," said Principal Analyst Michael DeSalles. "Particularly notable during the 2020 pandemic period was Teleperformance's rapid deployment of an enhanced and expanded work-at-home agent (WAHA) workforce, from 10,000 to over 160,000 employees in less than 4 months."
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"Teleperformance's focus is on service, innovation, technology, tools, C-Sat/NPS, employee satisfaction (eSat), culture change, and revenue growth opportunities," noted DeSalles. "Teleperformance has made great strides in delivering on its mantra 'Every interaction matters.' The company has distinguished itself as an innovator in customer service delivery, global contact center practices, and outstanding financial performance."
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, analyses, and extensive secondary research to identify best practices in the industry.
Posted by Veronica Silva Cusi, news correspondent
About Teleperformance United States:
Teleperformance is a global provider of customer experience management and global technology solutions through the implementation of RPA, AI and BOTS. Teleperformance was founded in 1978 in Paris, France and our U.S. based operations, headquartered in Murray, Utah, was founded in 1993. Since then, expansion has been fueled by organic growth through additional volume awards by satisfied clients, and through acquisitions. that have added strong Digital Technology Solutions utilizing AI, RPA and BOTS in every facets of the BPO experience. Teleperformance has 330,000 plus employees operating within 400 Centers in 80 countries and supporting 170 countries globally offering more than 265 different languages and dialects and interacting with 41% of the world's population.
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: Friday, June 11, 2021
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