-- Customer Experience Lab and ePerformance Social Media Hub in
Lisbon, Portugal mark a step
forward for the company in the difficult European market
MOUNTAIN VIEW, California,
Dec. 16, 2013 /PRNewswire/
-- Based on its recent analysis of the customer contact
outsourcing market, Frost & Sullivan recognizes Teleperformance
(TP) with the 2013 EMEA Frost & Sullivan Award for Customer
Value Leadership. The company's experience, global reach, and
awareness of a rapidly changing world and consumer—particularly
when it comes to the many regional customer differences throughout
Europe—allow it to deliver customer-centric solutions and tangible
results for clients.
TP continues to invest in solutions and technologies that help
companies communicate effectively with their customers. The opening
of the Customer Experience Lab and the ePerformance Social Media
Hub in Lisbon, Portugal, in 2012
marked a step forward for the company in the difficult European
market, helping it push back against the challenges so endemic to
the industry.
Financial results bear out the wisdom of TP's "one company"
philosophy, where every level of employee works toward the same
goal. In 2012, Teleperformance Group achieved organic growth of
more than 6.9 percent, which was higher than the overall growth
rate of the market. The company also set a new industry revenue
size record of € 2.347 billion.
"Investing in both people and technology and offering
consultative, responsive client services are critical components of
TP's strategy to enhance its value proposition," said Frost &
Sullivan analyst Stephen Loynd.
"Increasingly, TP's approach allows clients to manage and deliver
automated, personalized inbound and outbound communications
solutions. The company uses multiple channels such as voice, text
messaging, email, social media, and fax based on client and
end-customer preference, and its Customer Experience Lab in
Lisbon, Portugal, is central to
that global mission."
TP's regional solutions, complemented by the launch of the
Multilingual Customer Experience Management Hub facility in
Lisbon, aim to improve Customer
Experience Management in the complex European mosaic of markets and
languages. The hub has the capability to serve 40 countries in 24
languages across all channels of interaction. Combined with
multilingual hubs in Greece,
Egypt, Turkey and the
Netherlands, it creates a network that allows TP's clients
to cover all the European markets with a high level of integration
and flexibility.
TP also is focused on vertical expertise within industries as
another critical component of keeping pace with the changing world
of customer contact. The company's investments reflect the fact
that many of today's consumers are members of the increasingly
influential "Generation Y." This cohort (ages 15-35) has high
purchasing power, is the most adaptive to change, and continues to
experiment with new technologies. An increasing number of consumers
are going mobile and are doing so on multichannel, Web-enabled
smartphones and tablets. To address the needs of this group, TP is
focusing on multi-channel solutions.
It is for these reasons that TP is worthy of receiving the EMEA
Customer Value Leadership award for outsourced customer contact.
Each year, Frost & Sullivan presents this award to the company
that has demonstrated excellence in implementing strategies that
proactively create value for its customers with a focus on
improving the return on the investment that customers make in its
services or products. The award recognizes the company's focus on
enhancing the value that its customers receive, beyond simply good
customer service, leading to improved customer retention and,
ultimately, customer base expansion.
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,
analysis, and extensive secondary research in order to identify
best practices in the industry.
About Teleperformance
Teleperformance, the worldwide leader in outsourced multichannel
customer experience management, serves companies around the world
with customer care, technical support, customer acquisition and
debt collection programs. In 2012, it reported consolidated revenue
of €2,347 million ($3,028 million,
based on €1 = $1.29). The Group
operates more than 100,000 computerized workstations, with 138,000
employees across more than 270 contact centers in 46 countries. It
manages programs in more than 66 languages and dialects on behalf
of major international companies operating in a wide variety of
industries. Teleperformance shares are traded on the NYSE Euronext
Paris market, Eurolist-Compartment A, and are eligible for the
deferred settlement service. They are included in the following
indices: SBF 120, STOXX 600 and France CAC Mid & Small. Symbol:
RCF - ISIN: FR0000051807 - Reuters: ROCH.PA - Bloomberg: RCF FP
For further information, please visit the Teleperformance
website at www.teleperformance.com.
CONTACT
INVESTOR AND PRESS RELATIONS
QUY NGUYEN-NGOC
Tel: +33 1 53 83 59 87
quy.nguyen@teleperformance.com
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