Teleperformance Lauded by Frost & Sullivan for Value-Added Services in EMEA
December 17, 2012
By Mini Swamy
, TMCnet Contributor
Teleperformance (News - Alert), a provider of outsourced CRM and contact center services, has been making waves with its combination of well knit on-shore (including home agent), off-shore, near-shore and automated solutions across over two dozen countries throughout EMEA, with an unswerving focus on high quality customer care services.
A recent analysis of the contact center outsourcing market and that of other providers offering the same services has led Frost and Sullivan to recognize these proactive efforts directed at creating great value-add for Teleperformance customers, as well as honor the company with the 2012 EMEA Customer Value Enhancement Award.
Touted as a top service provider in EMEA, Teleperformance boasts many unique offerings to its credit. These include innovate tools, processes and products that help manage all operations from start to end in an employee's lifecycle as well as its internal operations.
In this context, special mention is made of the company's proprietary contact center specific enterprise resource planning tool, as well s the Teleperformance operational process and standards tool, which helps provide better quality control while serving as a 'daily performance monitor for agents.’
Other practices which ensure consistency, standardization and value-added services is Teleperformance Platinum, through which premium services are offered to clients, have reportedly served to further enhance the prestige of the company.
Furthermore, the company has developed its e-performance tool to specifically address the many opportunities inherent in social media customer care. Additionally, there’s the TP Observer management tool that provides real-time operational snapshots to clients, a specific compliance technology tool aimed at data privacy laws in EMEA and an anti-fraud program that minimizes the risks and liabilities of data theft and fraud.
"These tools and processes have been engineered to help Teleperformance reach and maintain high levels of client satisfaction,” noted Sathya Subramanian, senior research analyst, "The company continues to differentiate itself from the competition, not just through lowering costs, but also by improving client efficiency and profitability."
Such an array of tools and programs aimed at consistency in performance, comprehensive standardization, rigorous compliance and secure operations have together succeeded in coaxing otherwise reluctant enterprises to seek Teleperformance's help to off-shore or near-shore their customer contact operations.
Even in the complex and challenging environment prevalent in the EMEA region, Teleperformance has been touted for its superior customer initiatives that appear to have successfully addressed all the challenges, ultimately catering to all the requirements that EMEA clients want.
Deservedly then, Teleperformance has walked away with Sullivan 2012 EMEA Customer Value Enhancement Award.
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Edited by Allison Boccamazzo