Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Teleperformance with the 2012 Latin American Frost & Sullivan Competitive Strategy Leadership Award for offering a unique solution that will help the company address one of the most recent and significant challenges it currently faces—how to address customer care through social media.
Teleperformance is constantly monitoring its market environment and always strives to offer innovative solutions for clients. In this sense, e-Performance, its new solution for social media, adds an extra communication channel to the company platform.
"e-Performance is a pioneer, and thus far, a unique solution in the contact center environment to address social media customer care,” says Frost & Sullivan Industry Manager Juan Manuel González. "With e-Performance, Teleperformance now has a complete client support platform, unifying speech and giving full support to voice and non-voice channels to generate insights for their clients, helping them with decisions about products, services, and processes."
e-Performance has three stages. The first, buzz monitoring, monitors social media opinions, impressions, and feelings regarding a specific topic, company or product. The second, insights, goes deeper than buzz monitoring and crosschecks information with other channels to help companies develop a strategy and action plan. Finally, engagement, which offers key areas of interaction in social media, like managing Facebook and/or Twitter pages and interacting with posts identified in different social media networks.
In order to execute the competitive strategy of its new solution, Teleperformance focuses on a value positioning of e-Performance instead of using a price-based approach. This allows the company to show its clients how they can become more efficient and competitive with the newest solution.
In this sense, Teleperformance hopes to reinforce its position as a value partner to companies that can leverage customer insights. Teleperformance believes that the business model that its competitors are using will not be sustainable and is positioning itself to gain market share in the long term.
As such, Teleperformance focuses on strong service-level agreements (SLAs), instead of costs. e-Performance is being offered as a modular solution, through which clients can choose what part they want/need (buzz monitoring, insights, engagement) in accordance with their strategy. Clients have the option to fully outsource social media care to Teleperformance, or they can only hire part of it. Teleperformance is already known for its unique approach to the market, and with e-Performance, it is reinforcing this brand image.
"With e-Performance, companies will be able to anticipate their customer needs or requirements, solve problems in a shorter time spam, and transform the company’s clients through unofficial spokespersons of the brand, thus giving them the chance to live the brand experience with a complete engagement," concluded González. "e-Performance will directly impact how companies are perceived by their customers, generating value for their businesses and positively affecting the partnership Teleperformance has with its clients."
For once again showing the market its innovative, cutting-edge spirit, Frost & Sullivan is proud to present Teleperformance with the 2012 Latin American Competitive Strategy Leadership Award.
Each year, Frost & Sullivan presents this award to the company that has leveraged competitive intelligence to successfully execute a competitive strategy that results in stronger market share, competitive brand positioning and customer satisfaction.
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.
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Teleperformance (teleperformance.com), the world’s leading provider of outsourced CRM and contact center services, serves companies around the world with customer acquisition, customer care, technical support and debt collection programs. In 2011, it reported consolidated revenue of EUR2,126.2 million (US$2,961million) based on EUR1 = US$1.39).
The Group operates 98,000 computerized workstations, with more than 135,000 full-time equivalent employees across 250 contact centers in 49 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, Compartment A, and are eligible for the deferred settlement service. Teleperformance is included in the following indices: SBF 120, STOXX 600 and France CAC Mid & Small.
Symbol: RCF - ISIN: FR0000051807 - Reuters: ROCH.PA - Bloomberg: RCF FP