Teleperformance Applauded by Frost & Sullivan for Its Market Leadership in the European Customer Experience Outsourcing Services Industry

The firm strikes past price and labor arbitrage to remodel operations, differentiate, and improve its providers with CX options.

SAN ANTONIO, Aug. 29, 2022 /PRNewswire/ — Recently, Frost & Sullivan researched the European buyer expertise outsourcing providers business and, primarily based on its findings, acknowledges Teleperformance (TP) with the 2022 Europe Market Leadership Award. The firm will increase the uptake of automation and the integration of tech-based options to boost buyer expertise. Addressing challenges, akin to price strain and the rising complexity confronted by front-line advisors, TP embraces a machine-first and self-service method, integrating front- and again places of work to show price facilities into revenue-generating websites. With linked units growing the quantity of digital interactions, TP adopts automation and knowledge analytics to realize related insights. Automation reduces delays by deflecting voice to self-service channels, resulting in sooner inbound name decision.

TP deploys intelligence to enhance the functionality of advisors and drive customization of outbound calls to keep away from irrelevance. Automation, omnichannel capabilities, and predictive analytics allow the firm to shortly and effectively help the end-user, wherever and anytime, improve responsiveness, and, most significantly, enhance agent engagement and empathy (which boosts all different metrics). The outsourcer supplies nimble resolution designs to evolve and retain relevance as a result of cloud-native start-ups are agile and versatile. It balances know-how disruption with worth to take the lead in a quickly commoditizing market because it succeeds in differentiating merchandise and creating providers and pricing fashions in collaboration with purchasers.

According to Riana Barnard, a Best Practices analysis analyst for Frost & Sullivan, “Teleperformance has provided customer experience and digitally-integrated business services for leading brands across the globe since 1978. Today, the company has the industry’s most prominent geographic footprint and serves more than 170 markets in 88 countries.”

TP, the chief in omnichannel buyer expertise (CX), provides a complete portfolio of digital transformation options, leveraging its proprietary deep-learning know-how and a various workforce to have interaction with prospects in over 265 languages throughout numerous verticals. TP’s high-tech/high-touch method brings collectively the expertise and greatest practices of its complete worker base, utilizing analytics, automation, platforms, and consulting to drive innovation and allow CX disruption. During the previous three years, TP invested closely in a complete cybersecurity program to guard its complete business ecosystem, together with purchasers, prospects, and staff. Owing to those strategic investments, characterised by service differentiation and distinctive supply requirements, TP expanded its belief and security capability from 100 to over 12,700 brokers at 33 websites throughout 28 international locations.

“Aiming to find the balance between technology innovation and human touch, Teleperformance collaborates closely with clients to map a digital transformation journey and agree on progress calibration and measurement. It also streamlined its internal processes and operational business to gain efficiencies and reduce costs,” mentioned Barnard.

TP leverages cloud know-how to boost buyer expertise. During the COVID-19 pandemic, the firm quickly deployed home-based brokers in service areas worldwide. Utilizing analytics and research-driven insights to enhance CX, TP’s Transformation TAP™ staff leverages excessive potential sector experience and digital and omnichannel integration. With its excellent monetary efficiency, very good progress technique execution, potential worth in current consumer relationships, pockets share progress, and cross-pollination alternatives, TP earns Frost & Sullivan’s 2022 Europe Market Leadership Award in the buyer expertise outsourcing providers business.

Each yr, Frost & Sullivan presents this award to the firm that develops an modern aspect in a product by leveraging modern applied sciences. The award acknowledges the value-added options/advantages of the product and the elevated ROI it provides prospects, which, in flip, raises buyer acquisition and total market penetration potential.

Frost & Sullivan Best Practices awards acknowledge corporations in numerous regional and international markets for demonstrating excellent achievement and superior efficiency in management, technological innovation, customer support, and strategic product growth. Industry analysts examine market individuals and measure efficiency via in-depth interviews, analyses, and in depth secondary analysis to determine greatest practices in the business.

For six a long time, Frost & Sullivan has been world-renowned for its function in serving to traders, company leaders, and governments navigate financial modifications and determine disruptive applied sciences, Mega Trends, new business fashions, and firms to motion, ensuing in a steady move of progress alternatives to drive future success. Contact us: Start the dialogue.

Contact:

Kristen Moore

P: 1.210.247.3823

E: [email protected]

Teleperformance (TEP – ISIN: FR0000051807 – Reuters: TEPRF.PA – Bloomberg: TEP FP), a number one international group in digitally built-in business providers, serves as a strategic associate to the world’s largest corporations in many industries. It provides a One Office help providers mannequin combining three vast, high-value resolution households: buyer expertise administration, back-office providers and business course of information providers. These end-to-end digital options assure profitable buyer interplay and optimized business processes, anchored in a singular, complete excessive tech, excessive contact method. The Group’s 380,000+ staff, primarily based in 83 international locations, help billions of connections yearly in over 265 languages and over 170 markets, in a shared dedication to excellence as a part of the “Simpler, Faster, Safer” course of. This mission is supported by the use of dependable, versatile, clever technological options and compliance with the business’s highest safety and high quality requirements, primarily based on Corporate Social Responsibility excellence. In 2020, Teleperformance reported consolidated income of €5,732 million (US$6.5 billion, primarily based on €1 = $1.14) and web revenue of €324 million. 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: CAC 40, CAC Support Services, STOXX 600, S&P Europe 350 and MSCI Global Standard. In the space of company social accountability, Teleperformance shares are included in the CAC 40 ESG index, the Euronext Vigeo Eurozone 120 index, the FTSE4Good index and the Solactive Europe Corporate Social Responsibility index (previously Ethibel Sustainability Excellence Europe index).

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