— Frost & Sullivan presents the firm with the North America, 2014 Company of the Year Award in Customer Care Outsourcing
MOUNTAIN VIEW, Calif., Jan. 22, 2015 /PRNewswire/ — Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Teleperformance with the 2014 North American Frost & Sullivan Company of the Year Award in Customer Care Outsourcing for the second year in a row. Teleperformance’s experience, global reach and financial management have culminated in the delivery of superior customer interaction outcomes for its clients. Teleperformance has also developed innovative tools, processes, and products that enable it to provide highly customized, secure, and cost-effective care solutions for the North American market.
With more than 36 years of experience in the industry, the Teleperformance Group has grown its operations to more than 135,000 computerized workstations, with 175,000 employees across more than 270 contact centers in 62 countries. It currently serves 150 markets. The company manages client programs in more than 63 languages and dialects on behalf of major international firms. Teleperformance supports a wide variety of industries, including automotive and transportation, broadband and DSL, energy and utilities, financial services, government, healthcare, insurance, manufacturing, media, pharmaceuticals, retail, technology, telecommunications, and travel and hospitality.
"Teleperformance offers its clients a very comprehensive and broad range of contact center solutions," said Frost & Sullivan Principal Analyst Michael DeSalles. "It is worth noting that the execution of a well-timed M&A strategy, along with new nearshore site deployments, has created a significant barrier to entry for Teleperformance’s competitors."
In July 2014, Teleperformance announced that it had entered into a definitive agreement to acquire Aegis USA, Inc., an outsourcing and technology company with delivery sites in the United States, the Philippines, and Costa Rica. This will add significant capacity to service U.S. English and Spanish call volumes in 2015. It will boost market share in the healthcare, financial services, and retail sectors. Earlier in 2014, Teleperformance invested $6 million to open a new site in Puebla, Mexico. It is the 18th contact center that is operated by Teleperformance in Mexico. Teleperformance is the only service provider to establish a call center in Puebla.
"The company enjoys an edge over rivals with a huge nearshore footprint to handle English and Spanish call volumes from the U.S.," noted DeSalles. "It’s all about offering clients choices to meet their unique requirements for language support and cultural affinity. Teleperformance has also seen great success with its work-at-home platform, called HomeBase."
Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in devising a strong growth strategy and robustly implementing it. The recipient has shown strength in terms of innovation in products and technologies, leadership in customer value, as well as speed in response to market needs. In short, the award looks at the emerging market players in the industry and recognizes their best practices that are positioned for future growth excellence.
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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Teleperformance, 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 2013, it reported consolidated revenue of EUR2,433 million ($3,236 million, based on EUR1 = $1.33). The Group operates about 135,000 computerized workstations, with more than 175,000 employees across around 270 contact centers in 62 countries and serving more than 150 markets. It manages programs in 63 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: SBF 120, STOXX 600 and France CAC Mid & Small. Symbol: RCF