Based on its recent analysis of the contact center outsourcing services market, Frost & Sullivan recognizes Teleperformance Argentina with the 2013 Argentina Frost & Sullivan Award for Customer Value Leadership. The company is one of the few to successfully keep pace with evolving customer demands and offer extensive customer care solutions for every touch point. Teleperformance began operations in the Tucuman Province in 2008 and has since then delivered outstanding results for its employees, customers and partners through best-of-breed technology and processes.
For instance, the company's innovative social media solution, e-Performance, comprehensively manages the customer care of its clients with every interaction; be it voice or non-voice, including Facebook and Twitter. It anticipates customer needs, resolves problems quickly, and generates insights for clients to help them with decisions on products, services, and processes. This enables Teleperformance Argentina to directly impact customer perception and generate value for client organizations.
Further, Teleperformance Argentina's organizational DNA fosters frequent engagement with employees to leverage feedback, improve processes, and constantly achieve the highest level of services for their clients. "The corporate culture rests on the belief that the best way to provide the finest service to clients is to treat every employee in the company with equal regard," said Frost & Sullivan Industry Manager, Juan Manuel González.
To keep employees motivated, several communication channels are available for sharing ideas, assessing daily duties, boosting performance, resolving complaints, and implementing suggestions. The Tucuman facility has developed its own program to train employees at all levels to become future campaign leaders. This initiative provides managerial courses on the enterprise's best practices as well as hands-on training.
Teleperformance Argentina also has systems in place to streamline procedures. Two core processes - Teleperformance operational processes and standards (TOPS) and baseline enterprise standards of Teleperformance (BEST) - greatly increase efficiency and closely monitor employee performance.
The company's contribution to the Province is even more significant; it has paid more than 4.4 million pesos to other companies for services rendered and 8 million pesos in municipal taxes and fees. In addition, Teleperformance Argentina partners with local universities to promote educational activities such as the Young Professionals Program and the Education First (EF) online English proficiency platform. The former seeks to strengthen the capabilities of middle management within the Tucuman operation while the latter allows candidates to manage global projects with confidence and maximize customer relationship management skills.
The company's social responsibility ventures, Citizen of the World (COTW) and Citizen of the Planet (COTP), have further enhanced consumer brand perception, leading to higher customer retention. COTW grants funding and sponsorships in various developing countries. COTP aims to ensure that Teleperformance functions in an eco-friendly manner by creating sustainable sites and a paperless environment.
"By using best-of-breed technology and adhering to stringent industry as well as internal security policies, Teleperformance Argentina is truly making a concerted effort to deliver distinctly superior customer experience and outstanding results for its employees and partners," said Industry Manager, Juan Manuel González.
Each year, Frost & Sullivan presents the Customer Value Leadership Award to the company that has demonstrated excellence in offering superior value to customers and aiding them with increasing profitability, and reducing life cycle costs. The recipient company has continually focused on providing value-added products and services, addressing the changing customer needs across the industry, thereby enabling them to expand their customer base across verticals and horizontals. The award also recognizes unparalleled commitment to lead on technological innovations pertaining to changing customer needs by offering products that are specific to both general and niche applications.
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 Teleperformance Group
Teleperformance (teleperformance.com), 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
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