Based on its recent analysis of the contact centre outsourcing market, Frost & Sullivan recognises Teleperformance with the 2012 EMEA Customer Value Enhancement Award.
"Teleperformance has developed innovative tools, processes, and products that enable it to provide more customised, secure, and effective solutions to clients," noted Sathya Subramanian, Senior Research Analyst. "An unswerving focus on high quality customer care services, backed by technology expertise, places the company at the top of service providers in EMEA."
Among Teleperformance's unique offerings include the Contact Centre Management System (CCMS), a proprietary contact centre specific Enterprise Resource Planning (ERP) tool designed to handle 'cradle-to-grave' operations in an employee's lifecycle.
Other value-enhancing tools include Teleperformance Operational Process and Standards (TOPS) that manages all internal operations in a uniform manner. It provides better quality control as well as a reference framework for all operations, while serving as a 'daily performance monitor for agents'.
Baseline Enterprise Standard for Teleperformance (BEST) is a practice developed to ensure consistency and standardisation of programmes operated across all centres. The TP Observer is a real-time floor management tool that not only allows management to fine-tune operations, but also provides real-time operational snapshots to clients.
Another novel offering is the e-Performance tool that has been developed specifically to address the many opportunities inherent in social media customer care. Yet another value-added service is Teleperformance Platinum, through which premium services are offered to clients.
"These tools and processes have been engineered to help Teleperformance reach and maintain high levels of client satisfaction," remarked Sathya Subramanian. "The company continues to differentiate itself from the competition, not just through lowering costs, but also by improving client efficiency and profitability."
Teleperformance is also lauded for successfully addressing varied data and privacy laws across EMEA. The company has a best-in-class security team that enforces rigorous compliance with major information security standards.
TP Policy is a specific compliance technology tool aimed at data privacy laws in EMEA. It maps best practices, privacy laws, and regulatory laws to individual requirements and executable control standards.
"This makes it easier to document, audit, and measure compliance against security regulations and standards," stated Sathya Subramanian. "The company also has a robust anti-fraud programme which minimises the risks and liabilities of data theft and fraud."
In the challenging and complex environment that the EMEA region presents, Teleperformance strives to adhere to a uniform operational model across every centre. This pursuit of comprehensive standardisation has, in turn, motivated some otherwise reluctant enterprises to off-shore or near-shore their customer contact operations with Teleperformance's help.
"More than most providers today, Teleperformance offers a combination of well knit on-shore (including home agent), off-shore, near-shore, and automated solutions across over two dozen countries throughout EMEA," concluded Sathya Subramanian.
The Frost & Sullivan Customer Value Enhancement Award is presented each year 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. This Award recognises the company's focus on enhancing the value that its customers receive, beyond just good customer service, leading to improved customer retention and ultimately customer base expansion.
Frost & Sullivan Best Practices awards recognise 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.
Teleperformance, 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 €2,126.2 million ($2,955.4 million, based on €1 = $1.39).
The Group operates about 98,000 computerized workstations, with more than 130,000 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 (symbol: RCF - ISIN: FR0000051807 - Reuters: ROCH.PA - Bloomberg: RCF FP), and are eligible for the deferred settlement service. They are included in the following indices: SBF 120, STOXX 600 and France CAC Mid & Small. Learn more at: teleperformance.com
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