Based on its recent analysis of the customer contact outsourcing market, Frost & Sullivan recognizes Teleperformance Russia with the 2015 Russian Frost & Sullivan Award for Competitive Strategy Innovation and Leadership. Leveraging its global industry experience, financial stability, market expertise, and proven tools, Teleperformance Russia designs customized, yet affordable solutions to ensure high customer satisfaction. The company's global strategy standardizes its systems and agent applications, while implementing local strategies that are relevant to specific markets like Russia.
"Teleperformance Russia offers customer relationship management (CRM) and business process outsourcing (BPO) services that help deliver a range of benefits in sales, customer acquisition/retention, and technical support," said Frost & Sullivan Lead Consultant, Martin Hoffter Heide. "Teleperformance supports both voice and non-voice channels and presents services even outside Russia in a variety of languages."
Teleperformance Russia is a client-oriented company that engages with its customers in a number of ways to ensure outstanding customer service. It utilizes Net Promoter Score (NPS) to gauge the percentage of customers that would proactively recommend the company to others. Teleperformance maintains a commendable 91 percent NPS rating in Russia. Customer referrals make up 15 percent of Teleperformance Russia's new client base.
Strategic solutions give Teleperformance Russia an edge over its competitors. It also tries to educate clients on the benefits of outsourcing contact centers services. Leveraging its global industry experience, financial stability, market expertise, and proven tools, Teleperformance Russia designs tailor-made client solutions at affordable prices.
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 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 2014, it reported consolidated revenue of €2,758 million ($3,665 million, based on €1 = $1.33).
The Group operates around 135,000 computerized workstations, with more than 182,000 employees across around 270 contact centers in 62 countries and serving more than 160 markets. It manages programs in 75 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: STOXX 600, SBF 120, Next 150, CAC Mid 60 and CAC Support Services.
Symbol: RCF - ISIN: FR0000051807 - Reuters: ROCH.PA - Bloomberg: RCF FP
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