Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Teleperformance Brazil with the 2013 Brazil Frost & Sullivan Award for Competitive Strategy Innovation & Leadership. Acknowledging the importance of competitive intelligence, Teleperformance Brazil has invested heavily to acquire the right mix of skilled personnel, processes and technologies to help convert business information into a unique competitive strategy for success in the Brazilian contact center outsourcing market.
Intense competition is making price a crucial factor for customer retention in the mature Brazilian contact center outsourcing market. While several companies have chosen to join the price war at the expense of service quality, others are focusing on more profitable options such as business process outsourcing and consulting. However, Teleperformance Brazil has demonstrated that there is still profitable space to be explored in the contact center outsourcing services market outside of the price-based model.
"Teleperformance Brazil distinguishes itself from other market participants by leveraging its competitive intelligence internally by optimizing its operational processes and externally by defining an effective strategy for go-to-market and sales," said Frost & Sullivan Industry analyst Daniela Pineiro. "Its premium quality of service has permitted the company's competitiveness to remain independent of a price-based model and allowed Teleperformance Brazil to maintain the highest growth rates over time."
A combination of operational efficiency and tailor-made solutions forms the basis of Teleperformance Brazil's successful execution of this competitive strategy. To enhance productivity the enterprise counts on Contact Center Management Service (CCMS), its innovative solution that provides a holistic view of human resources in terms of skills, profiles and performance. The solution also analyzes and manages business operations and identifies opportunities for improvement. In addition, the company's Program 3C Teleperformance provides operational management and training.
Teleperformance's strong focus on offering customized solutions has enabled it to sustain a quality of service that is otherwise only reachable internally by a client. Teleperformance's specialists conduct a thorough study of the client's processes, products, organization, and employee profiles to ensure that its operations reflect the culture of the company. The active participation of clients further facilitates the transference of both culture and knowledge.
From this mix of efficiency and customization has emerged Teleperformance Platinum, a product that combines cutting-edge technology and infrastructure with highly-trained operators who are deeply immersed in the culture of the companies they represent. Teleperformance Platinum's main aim is to deliver superior business intelligence that identifies improvement opportunities and generates high-quality performance, thereby boosting client loyalty and the life-time value of the relationship.
"The attention on quality rather than quantity has led to a gradual expansion of Teleperformance's market share, which has almost doubled over the last three years from 2009 to 2012," observed Industry analyst Daniela Pineiro. "Competitive brand positioning and the company's customer-centric strategy have lent it a unique advantage to enter un-outsourced segments and become a game-changer in the Brazilian contact center outsourcing market."
Each year, Frost & Sullivan presents the Competitive Strategy Innovation & Leadership award to the company whose competitive strategy has yielded significant gains in market share during the research period. Often, the recognized company has taken advantage of recent market changes that facilitate the introduction of novel methods of capturing and solidifying market presence. Alternatively, it may have executed an inventive strategy within the existing competitive landscape, empowering itself to overtake the competition. The company captures the attention of the competition, which quickly adjusts in order to protect its own market position. These innovations are expected to produce lasting, precedent-setting trends in the industry.
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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