-- Frost & Sullivan presents the firm with the North America, 2014 Company of the Year Award
in Customer Care Outsourcing
MOUNTAIN VIEW, California,
Jan. 22, 2015 /PRNewswire/
-- Based on its recent analysis of the contact center
outsourcing market, Frost & Sullivan recognizes Teleperformance
with the 2014 North American Frost & Sullivan Company of the
Year Award in Customer Care Outsourcing for the second year in a
row. Teleperformance's experience, global reach and financial
management have culminated in the delivery of superior customer
interaction outcomes for its clients. Teleperformance has also
developed innovative tools, processes, and products that enable it
to provide highly customized, secure, and cost-effective care
solutions for the North American market.
Logo - http://photos.prnewswire.com/prnh/20150121/170622LOGO
With more than 36 years of experience in the industry, the
Teleperformance Group has grown its operations to more than 135,000
computerized workstations, with 175,000 employees across more than
270 contact centers in 62 countries. It currently serves 150
markets. The company manages client programs in more than 63
languages and dialects on behalf of major international firms.
Teleperformance supports a wide variety of industries, including
automotive and transportation, broadband and DSL, energy and
utilities, financial services, government, healthcare, insurance,
manufacturing, media, pharmaceuticals, retail, technology,
telecommunications, and travel and hospitality.
"Teleperformance offers its clients a very comprehensive and
broad range of contact center solutions," said Frost & Sullivan
Principal Analyst Michael DeSalles.
"It is worth noting that the execution of a well-timed M&A
strategy, along with new nearshore site deployments, has created a
significant barrier to entry for Teleperformance's
competitors."
In July 2014, Teleperformance
announced that it had entered into a definitive agreement to
acquire Aegis USA, Inc., an
outsourcing and technology company with delivery sites in
the United States, the Philippines, and Costa Rica. This will add significant capacity
to service U.S. English and Spanish call volumes in 2015. It will
boost market share in the healthcare, financial services, and
retail sectors. Earlier in 2014, Teleperformance invested
$6 million to open a new site in
Puebla, Mexico. It is the 18th
contact center that is operated by Teleperformance in Mexico. Teleperformance is the only service
provider to establish a call center in Puebla.
"The company enjoys an edge over rivals with a huge nearshore
footprint to handle English and Spanish call volumes from the
U.S.," noted DeSalles. "It's all about offering clients choices to
meet their unique requirements for language support and cultural
affinity. Teleperformance has also seen great success with its
work-at-home platform, called HomeBase."
Each year, Frost & Sullivan presents this award to the
company that has demonstrated excellence in devising a strong
growth strategy and robustly implementing it. The recipient has
shown strength in terms of innovation in products and technologies,
leadership in customer value, as well as speed in response to
market needs. In short, the award looks at the emerging market
players in the industry and recognizes their best practices that
are positioned for future growth excellence.
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 to identify best
practices in the industry.
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.
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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 2013, it reported consolidated revenue
of €2,433 million ($3,236 million,
based on €1 = $1.33). The Group
operates about 135,000 computerized workstations, with more than
175,000 employees across around 270 contact centers in 62 countries
and serving more than 150 markets. It manages programs in 63
languages and dialects on behalf of major international companies
operating in a wide variety of industries. Teleperformance shares
are traded on the Euronext Paris market, 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
Contact:
Mireya Espinoza
P: +1.210.247.3870
F: +1.210.348.1003
E: mireya.espinoza@frost.com
