BPA Featured Article

Teleperformance (News - Alert) has received a 2017 European Contact Centre & Customer Service Awards. The omnichannel customer experience management business won the gold for its outstanding operations in Greece. That was in the Best Multilingual Contact Center category.

The company has three multilingual hubs in Athens. They are comprised of 6,000 employees from 90 countries. And they serve clients in more than 140 markets in 35 languages and dialects.

"The Best Multilingual Contact Centre category was extremely competitive with many global leading contact centers up for consideration. Teleperformance Greece proved to be a worthy winner,” said Martin Teasdale. "The level of investment and focus on employee engagement was very impressive. Their locations and environment looked fantastic and the plans for the future were equally so. It was a pleasure to find out more about Teleperformance Greece and they should all be proud of their great win.”

Teasdale was the lead judge for the Best Multilingual Contact Center category. He is also the Quality Solutions Director for BPA Quality UK. BPA Quality is a leading global provider of remote call monitoring, customer satisfaction surveys, mystery calling, social media monitoring, speech analytics and training services. 

With more than three decades studying and applying quality call center science, BPA helps its clients take data and turn it into actionable observations that allow managers, supervisors and agents to modify the behaviors of call center activities to build a quality customer experiences. The company offers BPA Quality Builder Software, which enables contact center operations to understand their performance and service quality in real time. It can highlight and enable the sharing of peak performance. It can provide alerts to adherence and compliance risks. And it can illuminate where specific actions – like additional training – to allow for improvement might be helpful.