Based on its recent analysis of the contact center outsourcing nearshoring services market, Frost & Sullivan recognizes Teleperformance with 2016 Latin American Market Leadership Award for excellence in capturing the highest market share in the industry. Leveraging organic growth, selective acquisitions, a diversified portfolio, and customer proximity, Teleperformance has consolidated its footprint in Latin America.
“The regional opportunities for outsourcing companies to capture a large segment of the US bilingual market are unprecedented, and Teleperformance (teleperformance.com) is strongly positioned in Latin America to take optimal advantage of nearshoring needs,” said Frost & Sullivan Research Analyst Juan Gonzalez. The operations that began in Latin America in 1998 through the acquisition of companies in Brazil and Argentina have grown over the years to include Mexico, Colombia, and Costa Rica. In 2015, Teleperformance added to its integrated network of offshore/nearshore contact centers with Paramaribo, Suriname, to serve the Dutch market and Georgetown, Guyana, to serve the North American market.
Several factors have come together to make Teleperformance a regional and global leader in outsourced omnichannel customer experience management. The company has tremendous brand strength, boasting over 58,000 employees across 11 countries. The talented and stable professional team is bolstered by a highly qualified and seasoned anagement, robust technology systems, and strategic excellence.
Teleperformance’s quality services are the result of internal control systems including TOPS (Teleperformance Operational Processes and Standards) and BEST (Baseline Enterprise Standard for Teleperformance), and compliance with business and management standards such as COPC (Customer Operations Performance Centers) and ISO 9001. Standardization of procedures enable Teleperformance to make its global network internally consistent, while providing greater control over its operations.
“Teleperformance’s offering is based on high-performance technology characterized by integrated networks and excellence in terms of HR management and security standards,” Gonzalez said. “The company has developed Teleperformance Client, a multichannel platform with the necessary requirements to deliver a seamless experience to customers. All of the channel platforms are integrated with their own workforce management system, guaranteeing high performance and quality.”
Security is another strong area for the company. Teleperformance uses best practices to block the introduction of malware, protect personal data, and detect and prevent intrusions. Proprietary tools such as TP SECURITY and TP POLICY allow for close monitoring of agent transactions and ensure regulatory compliance. These are critical service expectation parameters considering Teleperformance has one of the most diversified portfolios in the industry that includes financial services, technology, telecom, Internet and pay TV, healthcare, insurance, energy, and media.
“Teleperformance currently attends to several larger US firms from its delivery centers in Latin America, and its volume of services has significantly increased; in 2015, the company was the nearshoring market leader with a 17 percent share and nearly double the revenues of its closest competitor,” Gonzalez said. “The company is expected to maintain its forward momentum, driven by customer loyalty. As of 31 December 2015, the average length of a customer relationship was between 10 and 12 years.”
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.
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